Customer Support Manager

2 days ago

Gurgaon, Haryana, India Adrianaa services Full time ₹ 10,80,000 - ₹ 15,00,000 per year

Job Title Suggestion: Customer Support Manager - Fintech Industry

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

Experience: 10–15 years

Note: Minimum last 5 years in customer support Head roles within fintech or financial services.

About Company:

The company is a rapidly growing fintech firm based in Gurugram, dedicated to providing secure, scalable financial technology services. Our customer support team is a core pillar, ensuring customer satisfaction and fueling growth.

Role Overview:

We are looking for an experienced Customer Support Manager who will manage the day-to-day operations of our support team. The manager will handle escalations, drive team performance, and work closely with cross-functional teams to continually improve support processes.

Key Responsibilities:

  • Oversee daily operations of the customer support team across email, live chat, and voice channels.
  • Manage and resolve customer escalations in a professional and timely manner.
  • Monitor and report on support metrics (ticket volume, resolution times, customer satisfaction) and proactively drive improvements.
  • Collaborate with Product, Risk, and Operations teams to identify recurring customer issues and root causes.
  • Train, coach, and mentor customer support agents and team leads, ensuring high service standards.
  • Develop, document, and update Standard Operating Procedures (SOPs) for support processes.
  • Organize shift schedules, manpower planning, and resource allocation for high coverage and efficiency.
  • Implement customer feedback mechanisms, analyze trends, and suggest improvements.
  • Participate in customer onboarding and retention initiatives, aligning support goals with business objectives.

Required Qualifications & Experience:

  • Total 10–15 years of experience, with a minimum of 5 years in customer support roles within fintech or financial services.
  • At least 3–5 years in a managerial or team lead capacity overseeing support teams.
  • Proficient in support platforms (Zendesk, Freshdesk, or similar).
  • Strong analytical skills: ability to interpret support data, identify trends, and drive results.
  • Excellent organizational, planning, and leadership abilities.
  • Strong interpersonal and written communication skills.
  • Familiarity with regulatory compliance, financial operations, or fintech product knowledge 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: ₹90, ₹125,000.00 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 Manager: 10 years (Required)

Location:

  • Gurugram, Haryana (Required)

Work Location: In person

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