Customer Support Manager

Customer Support Manager-15+ years (Senior)- Mohali

Location

Summary

Your Future Employer

Responsibilities -

1. Lead and manage the customer support team to deliver outstanding, measurable customer service.

2. Define and implement customer service policies, SLAs and escalation workflows.

3. Monitor and analyse customer interactions and KPIs to identify improvement opportunities.

4. Handle high-severity escalations and ensure timely, compliant resolutions.

5. Coordinate with product, compliance and operations teams.

6. Train, mentor and coach support staff.

7. Oversee reporting (MIS) and produce performance reports.

8. Ensure interactions comply with EMI / payments regulations.

Requirements

1. Bachelors degree in Business, Finance, Operations Management, or related field.

2. 15+ years’ experience in customer support or operations.

3. Experience managing large support teams.

4. Strong knowledge of digital payments and EMI operations.

5. Excellent communication and problem-solving skills.

6. Experience with CRM/support tools.

7. Knowledge of payment APIs and compliance frameworks.

8. Multilingual candidates with payments experience are preferred.

What is it in for you

- Competitive salary and incentives.

- Fast career progression in a global fintech product.

- Exposure to product and payments operations.

- Training and professional development.

- Collaborative work culture.

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