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Job Title : Customer Support Operations Manager - Digital Payments Location : Gurgaon, India Job Type : Full-time Role Overview : - We are seeking a Customer Support Operations Manager to oversee our customer support efforts in digital payments, focusing on UPI transactions. - This role will ensure high-quality, prompt support for customers, fostering a seamless experience in our digital payments platform. The ideal candidate is customer-focused, skilled in handling complex support cases, and prepared to build and lead a small team as the function expands. Key Responsibilities: - Customer Support Management: Oversee day-to-day customer support operations, ensuring timely resolution of issues related to UPI and other digital payments. - Issue Resolution and Escalation: Act as the escalation point for complex cases, coordinating with cross-functional teams (product, fraud, compliance) to resolve issues quickly and efficiently. - Performance Monitoring: Track key metrics such as response time, resolution time, and customer satisfaction. Identify trends and areas for improvement in support processes. - Process Optimization: Develop and implement efficient support workflows, ensuring they are aligned with best practices and optimized for both quality and speed. - Training and Knowledge Sharing: Maintain an up-to-date knowledge base and train team members on best practices, product updates, and regulatory compliance in digital payments. - Team Leadership: Recruit, mentor, and develop a small team of support agents as the operation grows, promoting a culture of empathy, accountability, and continuous improvement. - Collaboration with Stakeholders: Work closely with internal stakeholders to ensure the support team is aligned with product updates, regulatory changes, and fraud prevention protocols. Key Strengths and Skills Required : - Customer-Centric Mindset: Deep empathy for customers and a commitment to delivering high-quality, effective support. - Problem-Solving Skills: Ability to analyze complex issues, think critically, and implement solutions promptly. - Digital Payments Knowledge: Strong understanding of UPI and other digital payment systems, including typical customer issues and regulatory requirements. - Analytical Abilities: Proficient in tracking and analyzing support metrics to drive improvements in performance and customer satisfaction. - Communication and Interpersonal Skills: Clear and effective communicator who can work collaboratively with cross-functional teams and present findings or escalations to leadership. - Process Improvement Orientation: Experienced in identifying process bottlenecks and implementing solutions to streamline workflows. - Team Leadership Potential: Proven leadership skills, with an ability to coach and develop team members and promote a positive, solutions-oriented team culture. Qualifications: - Degree in Business Administration, Customer Service Management, or a related field. - 4+ years of experience in customer support, preferably in digital payments, fintech, or a related industry. - Experience with customer support software, CRM tools, and data analytics. - Familiarity with UPI transaction workflows and digital payments in India is highly preferred.

Gurgaon/Gurugram

StashFin - Customer Support Operations Manager 

Job Description for StashFin - Customer Support Operations Manager  in EQX Analytics Pvt. Ltd. in  Gurgaon/Gurugram for (4-8) years of experience. Apply Now!

StashFin - Customer Support Operations Manager  | iimjobs.com