Senior Manager - Customer Support - FinTech Startup - IIT/NIT

ABOUT THE ROLE :

- Lead the operations of a rapidly growing customer support division in a multi channel support environment (calls, chats, emails, app)

- Manage day-to-day operations and own TATs for customer issue resolution

- Conduct resource planning & hire, coach and provide training to personnel to maintain high customer service standards

- Monitor and improve ordering, telephone handling and other procedures

JOB SKILLS AND REQUIREMENTS :

- Prior experience in setting up processes & managing customer support team

- Ability to create buy-in and drive multiple stakeholders

- Ability to structure, design & execute processes

EDUCATION AND EXPERIENCE :

- 4-years+ with MBA or Tier 1 colleges such as IIT/NIT

- Proven experience of leading a service driven support call centre operation through periods of significant growth or change