StashFin - Customer Support Operations Manager

Job Title : Customer Support Operations Manager - Digital Payments

Location : Gurgaon, India

Job Type : Full-time

Role Overview :

- We are seeking a Customer Support Operations Manager to oversee our customer support efforts in digital payments, focusing on UPI transactions.

- This role will ensure high-quality, prompt support for customers, fostering a seamless experience in our digital payments platform. The ideal candidate is customer-focused, skilled in handling complex support cases, and prepared to build and lead a small team as the function expands.

Key Responsibilities:

- Customer Support Management: Oversee day-to-day customer support operations, ensuring timely resolution of issues related to UPI and other digital payments.

- Issue Resolution and Escalation: Act as the escalation point for complex cases, coordinating with cross-functional teams (product, fraud, compliance) to resolve issues quickly and efficiently.

- Performance Monitoring: Track key metrics such as response time, resolution time, and customer satisfaction. Identify trends and areas for improvement in support processes.

- Process Optimization: Develop and implement efficient support workflows, ensuring they are aligned with best practices and optimized for both quality and speed.

- Training and Knowledge Sharing: Maintain an up-to-date knowledge base and train team members on best practices, product updates, and regulatory compliance in digital payments.

- Team Leadership: Recruit, mentor, and develop a small team of support agents as the operation grows, promoting a culture of empathy, accountability, and continuous improvement.

- Collaboration with Stakeholders: Work closely with internal stakeholders to ensure the support team is aligned with product updates, regulatory changes, and fraud prevention protocols.

Key Strengths and Skills Required :

- Customer-Centric Mindset: Deep empathy for customers and a commitment to delivering high-quality, effective support.

- Problem-Solving Skills: Ability to analyze complex issues, think critically, and implement solutions promptly.

- Digital Payments Knowledge: Strong understanding of UPI and other digital payment systems, including typical customer issues and regulatory requirements.

- Analytical Abilities: Proficient in tracking and analyzing support metrics to drive improvements in performance and customer satisfaction.

- Communication and Interpersonal Skills: Clear and effective communicator who can work collaboratively with cross-functional teams and present findings or escalations to leadership.

- Process Improvement Orientation: Experienced in identifying process bottlenecks and implementing solutions to streamline workflows.

- Team Leadership Potential: Proven leadership skills, with an ability to coach and develop team members and promote a positive, solutions-oriented team culture.

Qualifications:

- Degree in Business Administration, Customer Service Management, or a related field.

- 4+ years of experience in customer support, preferably in digital payments, fintech, or a related industry.

- Experience with customer support software, CRM tools, and data analytics.

- Familiarity with UPI transaction workflows and digital payments in India is highly preferred.