Manager - Customer Support

Role Overview: Yubi, formerly known as CredAvenue, is on a mission to redefine global debt markets by facilitating the flow of finance among borrowers, lenders, and investors. As an Assistant Manager - Customer Support, you will play a crucial role in leading the daily operations of the customer support team, ensuring prompt and effective resolution of customer queries. Your responsibilities will involve supervising, mentoring, and training team members to uphold high service standards and drive continuous professional development. Key Responsibilities: - Lead the daily operations of the customer support team, ensuring prompt and effective resolution of customer queries. - Supervise, mentor, and train team members to maintain high service standards and continuous professional development. - Act as the escalation point for complex or unresolved customer issues, ensuring satisfactory resolutions. - Develop, implement, and refine customer support processes, policies, and best practices. - Monitor key performance indicators (KPIs) and generate regular reports to track team productivity and service quality. - Collaborate with cross-functional teams such as Sales, Marketing, and Product to align customer feedback with business improvements. - Identify areas for improvement in customer service delivery and recommend innovative solutions. - Ensure compliance with company standards and industry regulations, maintaining customer data privacy and security. - Oversee the integration and effective use of customer support tools and technologies. - Foster a positive, customer-centric culture while continuously striving to enhance overall customer satisfaction and loyalty. Qualifications Required: - Bachelor's degree in Business Administration, Marketing, or a related field. - Proven experience of 3-6 years in customer support or a similar role within the financial services industry. - Strong leadership skills with the ability to motivate and mentor team members effectively. - Excellent communication and interpersonal skills to interact with customers and cross-functional teams. - In-depth knowledge of customer service best practices, KPI monitoring, and process improvement. - Familiarity with customer support tools and technologies. - Ability to analyze data, generate reports, and make data-driven decisions to enhance customer service delivery.,