Customer Support Head – Fintech Industry

2 days ago

Gurgaon, Haryana, India Adrianaa services Full time ₹ 14,40,000 - ₹ 18,00,000 per year

Job Title Suggestion: Head of Customer Support, Fintech Industry

Location: Golf Course Extension Road, Sector 66, Gurugram — In-office role.

Compensation: ₹1,20,000 – ₹1,50,000 per month

Exp.: 10–15 years ( with at least last 5 years in the fintech or financial services industry)

About company Limited:

The Company is a dynamic fintech company based in Gurugram, focused on delivering innovative financial solutions. We are committed to providing exceptional customer experiences through scalable support operations, technological excellence, and customer-centric strategies.

Role Overview:

As the Head of Customer Support, you will be responsible for creating, leading, and scaling the customer support function in company. This is a strategic leadership role. You will define the customer support vision and roadmap, drive operational excellence, and align the support strategy with business goals.

Key Responsibilities:

  • Develop and implement the overall customer support strategy in alignment with business goals.
  • Build and manage a high-performing multi-channel support organization (email, chat, voice, in-app).
  • Define and track key metrics (KPIs) such as First Response Time, Resolution Time, CSAT, NPS, and SLAs.
  • Lead continuous process improvements to enhance efficiency, reduce customer pain points, and lower churn.
  • Recruit, train, mentor, and retain a strong customer support leadership team (team leads, supervisors).
  • Work cross-functionally with Product, Compliance, Risk, and Operations teams to resolve systemic customer issues and influence product enhancements.
  • Oversee major escalations, ensuring root-cause analysis and corrective action.
  • Implement and manage customer feedback loops; analyze feedback, derive insights, and propose actionable improvements.
  • Develop budgets, forecasts, and resource plans for the customer support function.
  • Represent the customer support function in the senior leadership team; present regular performance and trend reports.

Required Qualifications & Experience:

  • 10–15 years of overall experience, with at least 5 years in the fintech or financial services industry, ideally in customer support leadership roles.
  • Proven experience scaling customer support teams in a fast-growth or digital-first environment.
  • Strong leadership and people management skills.
  • Experience using CRM and support tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
  • Data-driven mindset: proficiency in analyzing metrics, dashboards, and translating data into strategic action.
  • Excellent communication, collaboration, and stakeholder management abilities.
  • Experience working with compliance, risk, or regulated financial products is highly desirable.

How to Apply:

Interested candidates, please send your resume to

or

message / call HR Madhur Mishra on WhatsApp:

Job Types: Full-time, Permanent

Pay: ₹120, ₹150,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund

Application Question(s):

  • Do you have experience in customer support last 5 years in Fintech, Finance or Insurance Industry?
  • How many peoples team you are handling currently?
  • How much you rate yourself in 0/10 in English communication skills?
  • What is your In Hand Salary per month?
  • Are you currently working or left you job?
  • If selected, how soon can you join?

Experience:

  • Customer Support Head: 10 years (Required)

Location:

  • Gurugram, Haryana (Required)

Work Location: In person

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