Sr. Manager-Client Support(Night Shift)

4 days ago


Mohali, Punjab, India AIS Technolabs Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Team Management: Lead, coach, and manage a team of support leads, quality analysts,

and frontline agents handling inbound/outbound queries during the night shift.

  • Service Delivery: Ensure service level agreements (SLAs), turnaround times (TATs), and

customer satisfaction metrics (CSAT/NPS) are consistently met or exceeded.

  • Client Escalations: Act as the senior point of contact for escalated client issues during

the night shift; resolve critical incidents with urgency and professionalism.

  • Performance Monitoring: Utilize dashboards and analytics to monitor agent

productivity, ticket resolution times, and customer satisfaction scores.

  • Compliance: Ensure that all customer interactions adhere to regulatory requirements

such as PCI DSS, GDPR, RBI/SEBI (for fintech), and internal quality standards.

  • Continuous Improvement: Identify and drive opportunities for process improvements,

automation, and support optimization.

  • Collaboration: Work closely with cross-functional teams including product, risk,

compliance, and engineering to ensure end-to-end client issue resolution.Role & responsibilities

Preferred candidate profile



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