Ignosi Systems - Client Support Manager

Ignosis (previously branded as Pirimid Fintech) is a well-funded fintech company with a bold vision in the BFSI sector, backed by reputable investors. We are committed to pioneering in financial data intelligence, offering hyper-personalization, automation, and democratized credit solutions. Our mission is to empower the BFSI sector with cutting-edge technologies and insights. At Ignosis, we're not just embracing the future; we're actively shaping it. Join our dynamic team, where innovation meets excellence, and help us redefine the boundaries of what's possible in FinTech.

Job Overview: As a Client Support Manager, In this role, you will be the primary link between our clients and our technology, ensuring their needs are met with efficiency and excellence. Your role involves providing top-notch support, addressing inquiries, and enhancing overall client satisfaction with our fintech products.

Responsibilities:

- Client Relationship Management: Build and maintain strong, long-lasting client relationships. Understand client needs and provide tailored solutions.

- Support and Resolution: Oversee the client support team in handling inquiries, resolving issues, and providing timely assistance. Ensure high-quality and consistent support.

- Product Feedback and Improvement: Collect and analyze client feedback to identify trends and insights. Collaborate with product teams to enhance product features and user experience.

- Team Leadership: Manage and develop the client support team. Set clear team goals, assess team performance, and provide training and coaching.

- Communication and Reporting: Communicate effectively with clients and internal teams. Prepare reports on account status and escalate urgent issues.

- Market Awareness: Stay informed about the latest FinTech trends and competitor offerings to understand client needs and market dynamics.

- Policy and Process Development: Develop and implement support policies and procedures to improve quality and efficiency.

Qualifications:

- Bachelor's degree in Business Administration, Finance, or a related field.

- 2+ years of proven experience in client support or relationship management, preferably in the FinTech sector.

- Strong understanding of financial products and the FinTech industry.

- Strong customer service skills with a genuine passion for helping and supporting clients.

- Experience in designing and implementing incident, problem and change management processes.

- Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.

- Strong problem-solving skills and the ability to think on your feet to provide effective solutions.

- Good understanding of technology stack such as APIs, Cloud, Linux, Databases etc. Comfortable using and learning new software tools.

- Collaborative mindset with the ability to work well within a team.

What's in it for you?

- Contribute directly to the next wave of growth for the FinTech industry in India by working closely on Digital Public Infrastructure like AA and OCEN-ONDC network (also touted as one of the next UPI moments of India)

- High exposure to the CEO and Founder to understand how he thinks & solve the pressing issues of the clients with him.

- Get to work with the largest banks, NBFCs and FinTech players in India and solve their pressing problems.

- Last but not the least, an industry competitive compensation package.

This position is tailor-made for individuals who thrive in dynamic, fast-paced environments and are passionate about creating influential fintech products.

At Ignosis, a funded company with strong investor backing, you'll have the opportunity to make a significant impact. Be part of our transformative journey.