Head - Customer Support - FinTech

About our Client - Our client is one of the fast-growing fintech in the country

Job Description:

- Devise process, policies & procedures to optimize the customer experience

- Provide support to the agents in case of alerts, escalations in a timely manner

- Ensure that the customer support team handholds our customers as they start using our products

- Identify & evaluate customers- needs and provide solutions for enhanced customer experience

- Understand the products inside out and provide technical support and training to customers, agents, and other stakeholders

- Work in close association with the product team and aim towards continuous enhancement of the product

The successful candidate should:

- Have a minimum of 4 years of work experience in leading operations and customer support team in the Consumer-tech/Fintech/E-commerce/Internet space

- Be familiar with modern CRMs like Zendesk, Freshdesk, etc

- Have experience in vendor management, hiring & training agents, and managing customer escalations

- Have worked with third-party vendors and BPOs for customer support