Assistant Manager (Customer Support Email Support)

About the Role:

Assistant Manager Customer Support (Email Support)

Key Responsibilities:

A) Mail Support & Customer Issue Resolution

• Handle and oversee customer communication primarily through

  email & ticketing systems

  .
• Ensure timely resolution of customer complaints, queries, refunds, and dispute-related cases.
  
• Draft clear, professional email responses for critical, sensitive, or escalated cases.
  
• Maintain high accuracy and empathy in all communication.
  

B) Complaint, Escalation & Grievance Management

• Manage

  end-to-end customer escalations and grievance redressal

  .
• Communicate with internal stakeholders (Operations, Risk, Collections, Tech) to resolve complex issues.
  
• Track repeated complaints and work with teams to prevent recurrence.
  

C) Team Management

• Lead, mentor, and supervise a team of

  1015 support executives

  .
• Conduct regular training, performance reviews, and quality checks.
  
• Allocate workloads and ensure smooth daily operations.
  

D) Tools & Process Ownership

• Manage and optimize workflows on

  Freshdesk

  or similar CRMs.
• Ensure compliance with company policies and regulatory guidelines.
  

E) Reporting & Insights

• Prepare daily/weekly/monthly reports on tickets, escalations, volume trends, and team performance.
  
• Identify gaps and recommend process improvements to enhance customer satisfaction.
  

F) Required Skills & Experience

• 37 years

  of customer support experience (email/ticketing).

• Minimum 12 years

  of team handling experience (10–15 members).
• Strong exposure to

  fintech / banking / lending / payments

  preferred.
• Hands-on working knowledge of

  Freshdesk

  (must-have).
• Excellent written communication and escalation management skills.
  
• Ability to work under pressure and handle high volumes of customer queries.
  
• Strong analytical, coordination, and problem-solving skills.
  
• Comfortable working

  6 days a week

  from the office.