Kreditbee - Customer Service Head

Job Description

Reports To: Chief Operating Officer (COO) Location: Bengaluru, Karnataka Employment Type: Full-Time About Company KreditBee is India's largest fintech lending platform with a current monthly disbursement of over - 2200 Crores. It has 70 Million+ downloads on Google Play Store and over 85 Lakh unique loan customers. It offers various financial services digitally, including but not limited to Personal Loans, Business Loans, Loan Against Property (LAP), DigiGold Investment, Insurance, Credit Score Report, and ExpenseTracker. The group entity has an in-house RBI-registered NBFC and is currently Series-D funded with marquee investors like Premji Invest, Advent International, Motilal Oswal Private Equity, MUFG, and TPG-backed NewQuest, among others. Position Summary The Head of Customer Service will lead and scale KreditBee's customer support operations, delivering best-in-class experiences across all touchpoints. The role is responsible for developing the customer service strategy, driving operational excellence, and ensuring that the voice of the customer is central to all business functions. This position reports directly to the COO and will collaborate across departments to improve customer satisfaction, retention, and brand loyalty. Key Responsibilities Develop and execute a customer service strategy aligned with KreditBee's business vision andgrowth trajectory. Build, mentor, and lead a high-performing, scalable customer service team, including call center,digital support, and escalation units. Design and implement robust processes, automation, and technologies to improve response time, resolution rate, and overall customer satisfaction. Collaborate with Product, Technology, Compliance, Risk, and Operations teams to address systemic customer issues and improve the customer journey. Own and report on customer service metrics, KPIs, and SLAs, and continuously optimize for performance and efficiency. Manage large-scale customer operations, including voice and non-voice channels, while ensuring compliance with regulatory and internal standards. Drive strategic initiatives to reduce customer effort and increase first-contact resolution rates. Handle high-level customer escalations and complaints, ensuring swift and fair resolutions. Maintain close communication with the COO and executive leadership to align customer support strategies with organizational goals. Champion a customer-first culture across the Bachelor's degree in Business Administration, Management, or related field; MBA preferred. 10+ years of experience in customer service leadership roles, ideally within fintech, BFSI, or digital-first consumer services. Proven experience in managing large customer service teams (in-house and outsourced) across digital and voice channels. Strong knowledge of CRM, contact center platforms, automation tools, and data analytics. Ability to thrive in a fast-paced, high-growth, technology-driven environment. Excellent leadership, analytical, problem-solving, and communication skills. Deep understanding of customer experience metrics, user behavior, and support scalability job description is intended to outline the general nature and key responsibilities of the position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. The responsibilities and qualifications described may be subject to change, and other duties may be assigned as needed. Employment is at-will, meaning the employee or the employer may terminate the employment relationship at any time, with or without cause, and with or without notice. Data Utilization Disclaimer By applying for this position, you acknowledge and agree that any personal data you provide may be used for recruitment and employment purposes. The data collected will be stored and processed in accordance with our privacy policy and applicable data protection laws. Your information will only be shared with relevant internal stakeholders and will not be disclosed to third parties without your consent, unless required by law. (ref:iimjobs.com) Show more Show less