Key Responsibilities : - Drive to build and manage a superlative customer support experience for the organization. This includes creating a support matrix, scripts, and canned customer responses, monitoring calls &amp; coaching CSRs, &amp; liaising with other departments to manage TAT. - Hands on management of current support team, including fielding customer calls &amp; responding to tickets - Develop scripts, canned responses, escalation matrix &amp; call skills - Design interdepartmental SLA matrix with a clearly defined process to resolve each type of customer query - Evolve to customer self-service model - Develop &amp; manage website FAQs, self-service content, tutorial videos etc. - Optimize notification campaigns &amp; messages to enhance customer experience &amp; manage expectations - Develop an in-app chat based support model - Responsible for network design, service optimization &amp; troubleshooting - Manage &amp; develop the team to ensure quality service delivery &amp; high customer satisfaction - Continually keep yourself and your team updated with the latest changes in industry standards Successful Applicant - 5+ years of experience in product customer support - Experience in line level support roles as a CSR as well as managerial &amp; developmental experience - Hands-on experience with : a. Product support involving multiple departments b. Handling aspects of compliance, possibly within financial services c. Working with a ticket management system to manage escalations &amp; SLAs d. Product knowledge &amp; training e. Call quality audits &amp; agent performance reviews f. Department MIS reporting - Strong phone contact handling skills and active listening - Excellent communication, presentation &amp; documentation skills - Ability to multi-task, prioritize and manage time effectively - Be open to receiving objective criticism and improving upon it - Industry experience in BPO/call centres is a plus - Industry experience in financial services is a plus - Shown success as an individual contributor as well as team player - Have consistently demonstrated ability and commitment to deliver on major projects - Knack for benchmarking and optimization

Delhi NCR

Customer Support Manager - FinTech 

Job Description for Customer Support Manager - FinTech  in Executive Search Firm in  Delhi NCR for (3-10) years of experience. Apply Now!