Customer Support Team Lead A US fintech scaling the frontline support pod behind its India operation

This fintech has partnered with Flexiple, the managed marketplace that helps global companies build high-performing teams and GCCs in India, to hire the first-line manager for a growing support pod. The agents already handle a steady volume of payments and account queries; You would manage a pod of eight to twelve support agents handling chat, email, and occasional calls for a US fintech's customers. That means daily huddles, live queue monitoring, and being the first call when an agent is stuck on a case they cannot close alone. Run daily huddles and monitor queue health across shifts

Coach agents through calibration sessions and side-by-side listening or chat review

Own the escalation path, deciding what a lead resolves versus what goes up to engineering or compliance





Report pod metrics weekly and flag risks before they become misses

Handle rostering, shift swaps, and first-line performance conversations

Four to eight years in customer support, with at least a year already spent leading or mentoring other agents informally or formally. Prior experience in a fintech, payments, or banking support workplace

Familiarity with tools such as Zendesk, Freshdesk, or Salesforce Service Cloud

A genuine first management seat with a defined pod and real metrics ownership

Hybrid placement out of Bengaluru or Mumbai, pan-India hiring

Direct visibility to the support leadership shaping the wider team

HR screening, a short exercise built around a real escalation scenario, a panel round with support leadership, and a culture conversation.

📌 Customer Support Coordinator - HYBRID WORKING (India)
🏢 Flexiple
📍 India