Customer Service Head- Fintech Industry

Job Title : Customer Service Head – Fintech

Head of Customer Service & Experience, Fintech

Location: Golf Course Extension Road, Sector 66, Gurugram

Salary:  ₹1,00,000.00 – ₹1,50,000.00 per month

Exp.: 10–15 years (last 5 years experience should be in the fintech or financial services industry)

About Company:
The company is a cutting-edge fintech company located in Gurugram. We are building a customer-centric culture where service excellence and product reliability go hand in hand. Our aim is to provide seamless financial services and build trust through unmatched customer experience.

Role Overview:
The Head of Customer Service & Experience will be responsible for defining, leading, and optimizing the customer service strategy. This role blends operational leadership with a strong focus on customer journey design and long-term customer satisfaction.

Key Responsibilities:

• Define the customer service vision, mission, and customer experience strategy in alignment with Finkeda’s business goals.
• Lead and manage all customer service operations (email, voice, in-app, social) with a customer-first mindset.
• Map and continuously improve the customer journey: onboarding, support, retention, feedback.
• Establish KPIs and SLAs to measure customer satisfaction, response time, retention, and the quality of service.
• Drive a culture of empathy, ownership, and continuous improvement within the customer service team.
• Collaborate with Product, Risk, Compliance, and Marketing teams to ensure service design and processes reflect customer needs.
• Supervise escalations, lead root-cause analysis, and drive corrective actions to prevent recurrence.
• Implement feedback programs (surveys, user interviews) and act on insights to drive customer-centric improvements.
• Ensure compliance with fintech regulations, data protection, and internal service standards.
• Build and lead a talent pipeline: hiring, mentoring, and growing customer service leaders.
• Report to senior leadership on service performance, customer insights, and strategic recommendations.

Required Qualifications & Experience:

• 10–15 years’ work experience, with at least 5 years in the fintech or financial services industry, and proven leadership in customer service or experience roles.
• Deep understanding of customer service operations and customer journey management.
• Experience working with CX tools, CRM systems, and customer feedback platforms.
• Excellent strategic thinking, problem-solving, and data analysis skills.
• Strong collaboration and stakeholder management skills.
• Excellent communication, both verbal and written.
• Experience in managing compliance or working in regulated environments is a plus.

How to Apply:

Interested candidates, please send your resume to madhur@adrianaa.com

or

message / call HR Madhur Mishra on WhatsApp: +91 8010768617.