Customer Support - BFSI

Dear Candidates,

We have excellent opening for a Fintech company in Kurla, Mumbai for the position of Customer Support.

Designation : Customer Support Executive/Sr Customer Support Lead

Experience: 2–6 years

Industry Preference: BFSI, NBFC or similar industry

Key Responsibilities

* Client Relationship Management:

Build and nurture long-term, strategic relationships with clients, becoming their trusted

advisor and primary point of contact.

* Account Growth:

Identify and pursue upsell and cross-sell opportunities to drive revenue growth and

maximize client lifetime value.

* Onboarding & Engagement:

Lead clients through seamless onboarding and ensure continuous engagement with the

product to promote adoption and value realization.

* Issue Resolution:

Serve as the escalation point for client concerns, ensuring swift and effective resolutions to

maintain high satisfaction levels.

* Performance Monitoring:

Monitor account health, product usage, and customer success metrics; deliver regular

reports and business reviews to key stakeholders.

* Cross-Functional Collaboration:

Work closely with Sales, Support, Product, and Marketing teams to deliver a cohesive and

superior client experience.

* Strategic Account Planning:

Understand clients’ business goals and develop strategic plans aligned with their long-term

objectives and success milestones.

Qualifications & Skills

* Bachelor’s degree in Business, Marketing, Finance, or a related field (MBA preferred)

* 2–6 years of experience in customer service, customer support, Customer Success, or Client Relationship

Management

* Prior experience in SaaS or BFSI domains preferred

* Strong communication, negotiation, and interpersonal skills

* Analytical mindset with the ability to derive insights from data

* Proficiency with CRM and support platforms such as Salesforce, HubSpot, Zendesk, or

equivalent

* Strong problem-solving abilities and a proactive, customer-first approach

Key Attributes

* Empathetic and customer-centric

* Results-driven and growth-oriented

* Able to manage multiple accounts with strong organizational skills

* Effective at risk identification and mitigation

* Comfortable influencing stakeholders and driving client success initiatives

Success Metrics

* Client Satisfaction: Measured by NPS and CSAT scores

* Account Retention & Renewals: Year-over-year retention rate

* Revenue Growth: Through upselling and cross-selling initiatives

* Client Milestone Achievement: Timely onboarding, adoption, and expansion goals

* Issue Resolution Time: Speed and quality of resolution for escalated issue

Looking for candidates from broking industry, BFSI, NBFC

Looking for immediate joiners from Mumbai only...

#broking #kotaksecurities #icicisecurities #yessecurities #cams #iiflsecurities #iciciamc #axissecurities #brokingfirm #customerservice

Job Type: Full-time

Pay: ₹25,000.00 - ₹45,000.00 per month

Benefits:

• Provident Fund

Work Location: In person