Customer Support Head – Fintech Industry

Job Title Suggestion: Head of Customer Support, Fintech Industry

Location: Golf Course Extension Road, Sector 66, Gurugram — In-office role.

Compensation: ₹1,20,000 – ₹1,50,000 per month

Exp.: 10–15 years ( with at least last 5 years in the fintech or financial services industry)

About company Limited:

The Company is a dynamic fintech company based in Gurugram, focused on delivering innovative financial solutions. We are committed to providing exceptional customer experiences through scalable support operations, technological excellence, and customer-centric strategies.

Role Overview:
As the Head of Customer Support, you will be responsible for creating, leading, and scaling the customer support function in company. This is a strategic leadership role. You will define the customer support vision and roadmap, drive operational excellence, and align the support strategy with business goals.

Key Responsibilities:

• Develop and implement the overall customer support strategy in alignment with business goals.
• Build and manage a high-performing multi-channel support organization (email, chat, voice, in-app).
• Define and track key metrics (KPIs) such as First Response Time, Resolution Time, CSAT, NPS, and SLAs.
• Lead continuous process improvements to enhance efficiency, reduce customer pain points, and lower churn.
• Recruit, train, mentor, and retain a strong customer support leadership team (team leads, supervisors).
• Work cross-functionally with Product, Compliance, Risk, and Operations teams to resolve systemic customer issues and influence product enhancements.
• Oversee major escalations, ensuring root-cause analysis and corrective action.
• Implement and manage customer feedback loops; analyze feedback, derive insights, and propose actionable improvements.
• Develop budgets, forecasts, and resource plans for the customer support function.
• Represent the customer support function in the senior leadership team; present regular performance and trend reports.

Required Qualifications & Experience:

• 10–15 years of overall experience, with at least 5 years in the fintech or financial services industry, ideally in customer support leadership roles.
• Proven experience scaling customer support teams in a fast-growth or digital-first environment.
• Strong leadership and people management skills.
• Experience using CRM and support tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Data-driven mindset: proficiency in analyzing metrics, dashboards, and translating data into strategic action.
• Excellent communication, collaboration, and stakeholder management abilities.
• Experience working with compliance, risk, or regulated financial products is highly desirable.

How to Apply:

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

or

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