Assistant Manager

6 days ago

Mumbai, India GrayQuest Full time

About GrayQuest GrayQuest is a rapidly growing FinTech company in the Indian education ecosystem. We specialize in providing EMIs for the $100B+ education market, offering zero-cost installments with insurance and reward benefits. Currently, we work with over 5,000 educational institutions , including the top 10 school chains in the country, who trust us to power their fee payments through convenient monthly installments. Backed by leading investors and seasoned fintech visionaries, we are a Series B start-up with a strong reputation in the financial ecosystem. With partnerships across 5,000+ premier educational institutions nationwide , we’ve established ourselves as a trusted name in education-focused financial services. We are seeking a proactive and customer-centric Assistant Manager – Customer Support to oversee day-to-day operations of our call center team. delivery of exceptional support experiences, monitor service metrics, coach team leaders, Team Leadership & Supervision: Lead and mentor a team of Team Leaders and Customer Support Executives. Monitor team performance, adherence, and discipline across shifts. Conduct team briefings, daily huddles, and performance evaluations. Customer Experience & Service Delivery: Analyze customer feedback and implement action plans to enhance service quality. Quality & Process Improvement: Work closely with the Quality team to drive error reduction and coaching initiatives. Conduct RCA (Root Cause Analysis) on repeat complaints and implement corrective Maintain daily/weekly/monthly MIS on team performance and service levels. Present actionable insights to management and drive performance-based planning. Use data to make informed decisions about team capacity, load balancing, and escalation Training & Development: Identify training needs and coordinate with L&D for upskilling programs. Support new joiners and ensure smooth onboarding. Required Skills & Experience: ~ 4 to 6 years of experience in customer support operations, with 2–3 years in a team ~ leadership or assistant manager role. ~ In-depth knowledge of call center/customer support metrics and KPIs. ~ Strong communication, problem-solving, and people management skills. ~ Hands-on experience with CRM tools like Freshdesk, Zendesk, Salesforce, etc. ~ Ability to handle high-pressure environments and multi-channel support (voice, email). Experience in fintech, edtech, or BFSI customer support domains.

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