Job Summary

• We are looking for a Customer Support & Operations Lead to oversee our customer support function and drive operational efficiency across the company. This is a dual-role position ideal for a results-driven professional who is passionate about customer satisfaction and operational excellence.
• As the Customer Support & Operations Lead, you will lead a team of support agents, manage cross-functional workflows, and contribute directly to the growth and success of our fintech products.

Key Responsibilities

Customer Support Leadership

• Lead and supervise a team of customer support agents.
• Ensure timely, empathetic, and effective resolution of customer issues via email, phone, live chat, and social media.
• Track and improve KPIs such as CSAT, NPS, response/resolution time.
• Handle complex customer escalations and ensure feedback is looped to internal teams.

Operations Oversight

• Coordinate day-to-day internal operations, ensuring seamless service delivery.
• Collaborate with Product, Sales, Tech, and Finance teams to streamline business processes.
• Analyze support and operational data to identify process gaps and improvement opportunities.
• Manage and optimize customer service tools (e.g., Zendesk, Intercom) and internal SOPs.

Qualifications

• Bachelor’s degree in Business Administration, Communications, IT, or a related field.
• 4+ years of experience in a customer support or operations role; 2+ years in a supervisory/leadership position.
• Previous experience in a fintech, tech startup, or high-growth digital company preferred.
• Strong leadership, communication, and problem-solving skills.
• Hands-on experience with customer support software (e.g., Zendesk, Freshdesk, Intercom).
• Comfortable working in a fast-paced, tech-driven environment.

What We Offer

• Health Insurance and 13th month Salary
• Hybrid work flexibility (remote & in-office)
• Dynamic, innovative work environment
• Career advancement opportunities
• Work with a collaborative and high-performing team

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