Customer Service Head- Fintech Industry

1 day ago

Gurgaon, Haryana, India Adrianaa services Full time

Job Title : Customer Service Head – Fintech

Head of Customer Service & Experience, Fintech

Location: Golf Course Extension Road, Sector 66, Gurugram

Exp.: 10–15 years (last 5 years experience should be in the fintech or financial services industry)

About Company:

The company is a cutting-edge fintech company located in Gurugram. We are building a customer-centric culture where service excellence and product reliability go hand in hand. Our aim is to provide seamless financial services and build trust through unmatched customer experience.

Role Overview:

The Head of Customer Service & Experience will be responsible for defining, leading, and optimizing the customer service strategy. This role blends operational leadership with a strong focus on customer journey design and long-term customer satisfaction.

Key Responsibilities:

  • Define the customer service vision, mission, and customer experience strategy in alignment with Finkeda's business goals.
  • Lead and manage all customer service operations (email, voice, in-app, social) with a customer-first mindset.
  • Map and continuously improve the customer journey: onboarding, support, retention, feedback.
  • Establish KPIs and SLAs to measure customer satisfaction, response time, retention, and the quality of service.
  • Drive a culture of empathy, ownership, and continuous improvement within the customer service team.
  • Collaborate with Product, Risk, Compliance, and Marketing teams to ensure service design and processes reflect customer needs.
  • Supervise escalations, lead root-cause analysis, and drive corrective actions to prevent recurrence.
  • Implement feedback programs (surveys, user interviews) and act on insights to drive customer-centric improvements.
  • Ensure compliance with fintech regulations, data protection, and internal service standards.
  • Build and lead a talent pipeline: hiring, mentoring, and growing customer service leaders.
  • Report to senior leadership on service performance, customer insights, and strategic recommendations.

Required Qualifications & Experience:

  • 10–15 years' work experience, with at least 5 years in the fintech or financial services industry, and proven leadership in customer service or experience roles.
  • Deep understanding of customer service operations and customer journey management.
  • Experience working with CX tools, CRM systems, and customer feedback platforms.
  • Excellent strategic thinking, problem-solving, and data analysis skills.
  • Strong collaboration and stakeholder management skills.
  • Excellent communication, both verbal and written.
  • Experience in managing compliance or working in regulated environments is a plus.

How to Apply:

Interested candidates, please send your resume to

or

message / call HR Madhur Mishra on WhatsApp:

Job Types: Full-time, Permanent

Pay: ₹100, ₹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 Service Head: 10 years (Required)

Location:

  • Gurugram, Haryana (Required)

Work Location: In person

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