Manager Customer Support

Job description

Who we're looking for We are seeking an experienced and strategic Manager of Operations to lead our customer support function. You will own the end-to-end performance of customer support operations, driving efficiency, quality, and a world-class customer experience. This role is ideal for a seasoned leader who combines strong people management with a data-driven, process-improvement mindset and is comfortable owning outcomes in a fast-paced, high-growth environment. Key Responsibilities Team Leadership and People Management: • Lead and manage a team of 2-4 Team Leaders, who in turn supervise customer support executives, ensuring strong leadership depth across the function. • Own hiring, onboarding, performance management, and career development for the operations team. • Conduct regular one-on-ones and structured performance reviews, driving a culture of coaching, accountability, and continuous improvement. Operational Ownership and Quality Assurance: • Own the daily, weekly, and monthly performance of the customer support function, ensuring all tickets and inquiries are resolved within defined SLAs. • Set and own targets for key performance indicators (KPIs) such as CSAT, first call resolution, response and resolution times, and take corrective action independently when metrics slip. • Establish and govern quality assurance frameworks across chat, email, and phone interactions, ensuring consistent adherence to quality and compliance standards. • Manage staffing plans, shift rosters, and capacity planning in line with volume forecasts and business growth. Process Improvement and Strategic Problem-Solving: • Identify systemic inefficiencies and bottlenecks across the support function and design and implement solutions, tools, and workflows to improve productivity and customer experience. • Own the evaluation, selection, and rollout of new support tools, automation, and process changes in partnership with cross-functional stakeholders. • Personally own resolution of the most complex or high-risk escalated customer issues, and set the playbook for how the team should handle sensitive cases. • Drive and lead special projects and strategic initiatives on behalf of the broader Operations leadership team. Reporting and Data Analysis: • Own reporting cadence for team performance, customer trends, and operational metrics, presenting insights and recommendations to senior leadership. • Analyze data to identify recurring customer issues and root causes, and drive actionable change with cross-functional teams (e.g., product, engineering, risk, compliance). • Maintain and govern accurate records of team performance, attendance, and quality scores, and ensure data integrity across reporting systems. Compliance, Vendor Management, and Coordination: • Ensure the team consistently adheres to all regulatory and compliance guidelines, and act as the primary point of accountability for compliance within support operations. • Manage relationships with any outsourced/vendor or agency partners supporting the operation, including performance governance and contract-level SLAs. • Act as the key liaison between customer support and other departments, ensuring seamless communication, escalation handling, and issue resolution. • Partner with senior leadership on organizational strategy, budget planning, and headcount decisions for the support function. Required Skills and Qualifications Education: • Bachelor's degree in Business, Finance, or a related field; MBA or equivalent postgraduate qualification is a plus. Experience: • 8+ years of experience in customer support or operations, with at least 2-4 years in a managerial role leading team leaders or multi-tiered teams, within the fintech or financial services industry. Industry Knowledge: • Strong understanding of the fintech landscape and working knowledge of financial regulations in India. Technical Proficiency: • Hands-on experience with CRM and ticketing systems (e.g., Freshdesk, Zendesk, Salesforce Service Cloud). • Proficiency in Microsoft Office Suite or Google Workspace; comfort working with dashboards and reporting tools. Core Competencies: • Leadership: Proven track record of building, coaching, and scaling teams, including developing other people managers. • Strategic Thinking: Ability to translate operational data into strategic recommendations for senior leadership. • Problem-Solving: Strong analytical and troubleshooting skills with an eye for detail. • Communication: Excellent verbal and written communication skills in English, with proficiency in other Indian languages being a plus. • Customer-Centricity: A genuine passion for delivering an outstanding customer experience. • Adaptability: Ability to thrive in and lead others through a dynamic, fast-paced work environment.