M1 Manager - Customer Support

Job description

**About the Team:** Join PayU's Customer Success division, the customer-centric backbone ensuring exceptional experiences across India's leading fintech ecosystem. Our team is dedicated to building lasting relationships with merchants and customers through proactive support, strategic problem-solving, and continuous service excellence. We operate at the intersection of technology, finance, and customer advocacy to drive satisfaction, retention, and growth while maintaining PayU's reputation as a trusted payments partner **About the Role:** PayU is a leading fintech company and one of the largest payment service providers globally. We enable merchants and consumers to transact seamlessly through our comprehensive suite of financial services and payment solutions. Our mission is to build a world where everybody can access financial services, and we're committed to delivering exceptional customer experiences at every touchpoint. We are seeking a dynamic Manager - Customer Support to lead our customer support operations and drive exceptional customer experiences across our fintech platform. This role requires a dynamic leader who can manage high-volume customer interactions while ensuring compliance with financial regulations and maintaining the highest service standards. Key Responsibilities Team Leadership and Mangement Lead and manage a team of 20-30 customer service representatives Ensure superior customer experience across all touchpoints (phone, chat, email, social media) **Monitor and improve key metrics:** CSAT/MSAT, NPS, FCR, AHT, and SLA compliance Handle escalated customer complaints and complex financial disputes Develop customer retention strategies and proactive support initiatives Develop and implement customer service policies, procedures, and best practices Conduct performance reviews, provide coaching, and manage team development Create and maintain training programs for new hires and ongoing skill development Oversee customer support for digital payments, lending, investments, and banking services Ensure compliance with financial regulations (RBI) Coordinate with product teams on customer feedback and feature requests Process Optimization Implement and optimize customer service technologies and tools Develop automated solutions and self-service capabilities based on Gen AI Capibilities Create detailed reporting and analytics on customer service performance Lead continuous improvement initiatives and cost optimization projects Process Improvement & Quality Assurance Identify process gaps and recommend improvements to enhance overall customer experience Develop and implement customer service protocols and best practices for team standardization Collaborate with Product, Technical, and Risk teams to address systemic issues and prevent recurrence Drive customer feedback analysis to identify trends and improvement opportunities Support quality assurance initiatives and customer satisfaction measurement programs Team Leadership & Development Mentor and guide customer support executives in technical and soft skills development Assist in training new team members on PayU products, processes, and customer service excellence Support team leads in workflow management, capacity planning, and performance optimization Lead cross-functional initiatives to streamline support processes and improve response times Foster a culture of continuous learning and customer-first mindset within the team Product Advisory & Merchant Consultation Develop deep expertise in PayU's payment solutions, APIs, integration processes, and merchant tools Provide consultative support to merchants on payment optimization, best practices, and solution recommendations Stay updated on industry trends, regulatory changes, and competitive landscape to better serve customers Contribute to knowledge base documentation, FAQs, and customer communication materials Act as voice of customer in product discussions and improvement initiatives Performance Analytics & Reporting Track and analyze customer support metrics including response times, resolution rates, and satisfaction scores Generate insights from support data to identify improvement opportunities and resource requirements Prepare regular reports on team performance, customer feedback trends, and operational excellence Support strategic decision making with comprehensive analysis of customer issues and market feedback Drive data-driven approaches to customer success and support optimization Cross-Functional Collaboration Partner with Sales, Account Management, and Onboarding teams to ensure seamless customer journey Work closely with Technical teams to escalate and resolve complex integration and technical issues Collaborate with Risk and Compliance teams on customer queries related to regulatory requirements Support Marketing and Communications teams with customer feedback and testimonial collection **Requirements:** **Essential Qualifications:** 2-5 years of experience in Mangerial role in customer support, account management, client servicing, or customer success roles Bachelor's degree in any discipline (Business, Commerce, Engineering, or related field preferred) Excellent verbal and written communication skills in English and Hindi with professional demeanor Proven track record of managing customer relationships and resolving complex issues effectively Strong problem-solving abilities with attention to detail and analytical mindset Experience in CRM systems, ticketing tools, and customer service platforms **Preferred Qualifications:** Prior experience in fintech, payments, banking, or technology companies with understanding of payment ecosystems Customer success or account management background in B2B environment serving enterprise