Company Description InstaLaxmi is the country’s first and largest B2B Digital Gold company, building specialized digital gold platforms for jewelers. The platform includes key features such as loyalty programs and gamified experiences designed around real consumer behavior. These solutions help jewelers increase app usage, strengthen customer engagement, and grow their business.

As a growing digital fintech organization, InstaLaxmi offers opportunities to work at the intersection of technology, retail, and customer experience.

Role Description The Customer Support Manager role at InstaLaxmi is a full-time, on-site position based in Thane. This role is responsible for leading the customer support function, including managing a support team, overseeing daily operations, and ensuring timely resolution of customer queries across phone, email, and chat.

The Customer Support

Manager will design and improve support processes, monitor service quality through metrics and feedback, and coordinate with product and tech teams to address recurring issues. The role also includes training and mentoring team members, preparing regular performance reports,



and implementing best practices to enhance customer satisfaction and retention.

Qualifications

- Strong customer service and relationship management skills, with experience handling escalations and complex service issues.
- Team leadership and people management capabilities, including coaching, performance tracking, and workload planning.
- Operational and process management skills for setting up workflows, support procedures, and service-level standards.
- Analytical and problem-solving skills to interpret support data, identify trends, and recommend improvements.
- Excellent verbal and written communication skills, with the ability to interact clearly and professionally with diverse stakeholders.
- Prior experience in customer support or operations within fintech, SaaS, or digital platforms is preferred.
- Bachelor’s degree in business, management, communications, or a related field is beneficial.
- Comfort with support tools, CRM systems, and basic reporting dashboards; willingness to learn new technologies.
- Ability to work on-site in Thane and collaborate effectively in a fast-paced, growth-focused setting.

📌 CustomerSupport Manager - 4-6 LPA (Thane)
🏢 InstaLaxmi
📍 Thane