Customer Support Manager – Fintech Industry

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

Experience: 10–15 years

Salary:  ₹90,000.00 – ₹125,000.00 per month

Note: Minimum last 5 years in customer support Head roles within fintech or financial services.

About Company:

The company is a rapidly growing fintech firm based in Gurugram, dedicated to providing secure, scalable financial technology services. Our customer support team is a core pillar, ensuring customer satisfaction and fueling growth.

Role Overview:
We are looking for an experienced Customer Support Manager who will manage the day-to-day operations of our support team. The manager will handle escalations, drive team performance, and work closely with cross-functional teams to continually improve support processes.

Key Responsibilities:

• Oversee daily operations of the customer support team across email, live chat, and voice channels.
• Manage and resolve customer escalations in a professional and timely manner.
• Monitor and report on support metrics (ticket volume, resolution times, customer satisfaction) and proactively drive improvements.
• Collaborate with Product, Risk, and Operations teams to identify recurring customer issues and root causes.
• Train, coach, and mentor customer support agents and team leads, ensuring high service standards.
• Develop, document, and update Standard Operating Procedures (SOPs) for support processes.
• Organize shift schedules, manpower planning, and resource allocation for high coverage and efficiency.
• Implement customer feedback mechanisms, analyze trends, and suggest improvements.
• Participate in customer onboarding and retention initiatives, aligning support goals with business objectives.

Required Qualifications & Experience:

• Total 10–15 years of experience, with a minimum of 5 years in customer support roles within fintech or financial services.
• At least 3–5 years in a managerial or team lead capacity overseeing support teams.
• Proficient in support platforms (Zendesk, Freshdesk, or similar).
• Strong analytical skills: ability to interpret support data, identify trends, and drive results.
• Excellent organizational, planning, and leadership abilities.
• Strong interpersonal and written communication skills.
• Familiarity with regulatory compliance, financial operations, or fintech product knowledge 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.