Senior Manager - Customer Support - Night Shift - Fintech - Mohali

Senior Manager - Customer Support - Night Shift - Fintech - 8+ Years - Mohali

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Exciting opportunity for a high-performing professional to lead night shift operations at a fast-growing fintech IT solutions company. The role demands strong leadership in customer support, proven expertise in fintech/BPO operations, and the ability to drive client satisfaction and operational excellence.

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Responsibilities

1. Lead and mentor a team of support leads, quality analysts, and frontline agents.

2. Ensure SLAs, TATs, and CSAT/NPS metrics are consistently achieved.

3. Act as senior escalation point during the night shift, resolving client-critical issues.

4. Monitor performance dashboards to track productivity, resolution times, and quality.

5. Ensure compliance with fintech regulations (PCI DSS, GDPR, RBI/SEBI).

6. Collaborate cross-functionally with product, risk, compliance, and engineering teams.

7. Drive process improvements, automation, and continuous optimization.

Requirements

1. Bachelors degree in Business, Finance, IT (MBA preferred).

2. 8-12 years in customer support/service delivery, with 3–5 years managing night shifts.

3. Experience in fintech or BPO operations supporting global clients.

4. Strong leadership with ability to manage large teams (30+ members) across channels (voice, chat, email, social).

5. Excellent communication and stakeholder management skills.

6. ITIL, Six Sigma, COPC certifications and fintech regulatory knowledge a plus.

7. Flexibility to work full-time night shifts, including weekends/holidays for escalations.

What is in it for you

• Competitive salary and performance-based bonuses.
• Medical insurance coverage.
• Fast-paced, innovation-driven culture.
• Learning and career growth opportunities in the global fintech domain.

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