Company Description InstaLaxmi is the country’s first and largest B2B Digital Gold company, building digital gold platforms specifically for jewelers. The company’s solutions include powerful features such as loyalty programs and gamified user experiences tailored to real consumer behavior. These platforms help partners increase app usage, strengthen customer engagement, and grow their business.

InstaLaxmi focuses on innovation in the fintech and jewelry ecosystem, offering scalable technology and strong support to its clients.

Role Description The Customer Support and Training Manager is a full-time, on-site role based in Thane. This position is responsible for leading day-to-day customer support operations, including handling escalations, monitoring service quality, and ensuring timely resolution of client issues. The role involves designing and delivering training programs for jeweler partners and their staff on the InstaLaxmi platform, loyalty features, and gamified tools.

The manager will create training materials, conduct in-person and virtual sessions, collect feedback, and use insights to improve both support processes and product usability. Collaboration with product and technology teams to share customer feedback, optimize onboarding,



and enhance overall client satisfaction is a key part of the role.

Qualifications

- Demonstrated experience in customer support or customer success, preferably in fintech, SaaS, or B2B platforms.
- Ability to design and deliver training sessions, workshops, and onboarding programs for client teams.
- Strong communication and presentation skills, with the ability to explain technical concepts in easy terms.
- Proficiency in documenting processes, creating user guides, FAQs, and training materials.
- Experience managing support teams or coordinating cross-functional stakeholders to resolve client issues.
- Comfort working with digital platforms, dashboards, and basic data analysis tools to track performance and service metrics.
- Excellent problem-solving skills, attention to detail, and a client-focused mindset.
- Bachelor’s degree in business, commerce, IT, or a related field; relevant certifications in customer service or training are a plus.
- Prior experience in the jewelry, retail, or financial services sector is an advantage.
- Ability to work on-site in Thane and travel to client locations as needed.

📌 Customer Support and Training Manager - 2-4 LPA (Thane)
🏢 InstaLaxmi
📍 Thane