Customer Support Manager

7 days ago

Mumbai, India TIGI HR Full time

Customer Support Manager | Banking & Payments Experience: 20+ YearsWe are seeking a highly experienced Customer Support Manager (around 20 years of experience) to lead and scale our customer service function across our Banking and Payments products. The ideal candidate will ensure exceptional customer experiences, manage high-performing teams, and build strong operational processes. Comprehensive product training will be provided.Key ResponsibilitiesLead, motivate, and manage the customer support team to deliver superior service.Build and refine customer service policies, workflows, and quality standards.Analyze customer interactions to identify service gaps and improvement opportunities.Own and resolve escalated issues with a customer-first approach.Work closely with product, compliance, and operations teams to address feedback and enhance service delivery.Train and upskill support staff regularly.Track, analyze, and present customer service KPIs to senior management.Ensure adherence to Banking, Payments, and data protection guidelines.Additional (Nice to Have – Operations):Support EMI operations including transaction monitoring, reconciliation, and reporting.Manage operational MIS and ensure regulatory and internal compliance.Partner with cross-functional teams to streamline operational processes.RequirementsBachelor’s degree in Business, Finance, Operations, or similar field.15+ years of customer support experience; fintech/financial services preferred.Strong knowledge of digital payments, EMI operations, and related regulations.Excellent leadership, communication, and analytical skills.Hands-on experience with CRM tools and customer service platforms.Why Join UsCompetitive compensation and performance incentives.Strong opportunities for learning and career advancement.An innovative, collaborative, and growth-oriented work culture.

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