Job
Description
You will be reporting to the Chief Operating Officer (COO) and working in Bengaluru, Karnataka on a Full-Time basis. Joining KreditBee, India's largest fintech lending platform, you will be a part of a team that disburses over 2200 Crores monthly, with 70 Million+ downloads on Google Play Store and over 85 Lakh unique loan customers. KreditBee provides various digital financial services like Personal Loans, Business Loans, Loan Against Property (LAP), DigiGold Investment, Insurance, Credit Score Report, and ExpenseTracker. The company is Series-D funded with prestigious investors such as Premji Invest, Advent International, Motilal Oswal Private Equity, MUFG, and TPG-backed NewQuest. As the Head of Customer Service, your primary responsibility will be to lead and expand KreditBee's customer support operations to deliver exceptional experiences across all touchpoints. You will play a crucial role in developing the customer service strategy, ensuring operational excellence, and placing the customer's voice at the heart of all business functions. This position requires collaboration with various departments to enhance customer satisfaction, retention, and brand loyalty. Your key responsibilities will include developing and executing a customer service strategy aligned with KreditBee's growth trajectory, building and leading a high-performing customer service team, designing and implementing processes to enhance response time and resolution rate, collaborating with other teams to address customer issues, managing customer operations, driving strategic initiatives to enhance customer experience, handling escalations, and maintaining close communication with executive leadership. To be successful in this role, you should hold a Bachelor's degree in Business Administration, Management, or a related field (MBA preferred) with over 10 years of experience in customer service leadership roles, particularly in fintech, BFSI, or digital-first consumer services. You should have a proven track record of managing large customer service teams across digital and voice channels, possess strong knowledge of CRM, contact center platforms, automation tools, and data analytics, and excel in a fast-paced, technology-driven environment. Your leadership, analytical, problem-solving, and communication skills will be essential in this role. This job description provides a general overview of the position's nature and key responsibilities. It is not an exhaustive list of duties, responsibilities, or qualifications associated with the role, as these may evolve over time. Employment is at-will, meaning either party may terminate the relationship at any time, with or without cause and notice. By applying for this position, you consent to the use of any personal data you provide for recruitment and employment purposes, in compliance with our privacy policy and applicable data protection laws. Your information will only be shared internally and will not be disclosed to third parties without your consent, unless required by law.,
