Based out of New Delhi, India, the Company is a venture-backed Fintech in the consumer loan space. The business is funded by marquee investors from financial services sector based out of India, Singapore, and USA. The core team has graduate degrees from top universities globally such as Upenn, Columbia, IIT, London Business School, etc. The management team has 40+ years of cumulative experience in finance with firms such as Deloitte, Merrill Lynch, Citi, Policybazaar, Kabbage, and Lehman.The Founder of the Company was a private equity and VC investor with firms such as General Atlantic, Goldman Sachs, and Everstone and was based in India and New York. The founder holds an MBA from Wharton. The Role : - To achieve a competitive differentiation in lending business, the company plans to invest in an industry leading technology platform. - As an organization we feel very strongly about the role of customer support in our growth journey, we are inspired by superlative support experiences & we strive earn the customer loyalty that only an inspired support team can bring. - The incumbent will report to the Product head of the company and focus on managing and improving the Customer support function of the organization. - This includes creating a support matrix, scripts, canned customer responses. Monitoring calls & coaching CSR's & liasing with other departments to manage TAT. - We are looking for an individual who has the drive to build and manage a superlative customer support experience for the organization. Some key attributes we are look for are - Ability to work in a fast paced, dynamic & agile environment - Problem solving skills & a positive attitude - Good organization skills - Ability to manage teams across separate offices Expectations : - Hands on management of current support team, including feilding customer calls & responding to tickets - Develop scripts, responses, escalation matrix & call skills - Design interdepartmental SLA matrix with a clearly defined process to resolve each type of customer queries Evolve to customer self service model - Develop & manage website FAQ- s, Self service content, tutorial videos etc. - Optimize notification campaigns & messages to enhance customer experience & manage expectations - Develop an in-app chat based support model - Responsible for network design, service optimization & troubleshooting - Manage & develop the team to ensure quality service delivery & high customer satisfaction - Continually keep yourself and your team updated with the latest changes in your industry's standards. Competencies : - 5+ Years of experience product customer support - Experience in line level support roles as a CSR as well as managerial & developmental experience - Hands-on experience with Product support involving multiple departments - Handling aspects of compliance, possibly within Financial services - Working with a ticket management system to manage escalations & SLA's - Product knowledge & training - Call quality audits & agent performance reviews - Department MIS reporting - Strong phone contact handling skills and active listening - Excellent communication, presentation & documentation skills - Ability to multi-task, prioritize and manage time effectively - Be open to receiving objective criticism and improving upon it. - Industry experience in BPO / Call centres is a plus - Industry experience in Financial services is a plus - Shown success as an individual contributor as well as team player - Have consistently demonstrated ability and commitment to deliver on major projects. - Knack for benchmarking and optimisation

Delhi

Manager - Customer Service - FinTech 

Manager - Customer Service - FinTech  ,Job Description for Manager - Customer Service - FinTech  in Stashfin in  Delhi for (5-8) years of experience. Apply Now!

Job Description for Manager - Customer Service - FinTech  in Stashfin in  Delhi for (5-8) years of experience. Apply Now!