Head Customer Support

Key Responsibilities:

1. Customer Support Operations

• Lead and manage end-to-end customer support operations across voice, email, chat, and digital communication channels.
• Ensure timely resolution of customer queries, service requests, complaints, and escalations.
• Establish and monitor Service Level Agreements (SLAs), Turnaround Times (TATs), and service quality standards.
• Develop and implement Standard Operating Procedures (SOPs) to improve operational efficiency.
• Manage high-volume customer interactions while maintaining service quality and productivity.

2. Team Leadership and Management

• Lead, mentor, and develop customer support managers, team leaders, and executives.
• Drive team productivity, accountability, and performance against defined targets.
• Plan workforce requirements, staffing, shift schedules, and capacity management.
• Conduct regular performance reviews, coaching sessions, and training programs.
• Build a customer-centric culture focused on service excellence and continuous improvement.

3. Customer Experience and Satisfaction

• Develop strategies to improve customer satisfaction, service quality, and the overall customer experience.
• Monitor customer feedback, complaint trends, and service performance metrics.
• Identify recurring customer issues and implement corrective and preventive actions.
• Improve customer retention and trust through effective service delivery.
• Collaborate with Product and Technology teams to address customer pain points and improve customer journeys.

4. Complaint and Escalation Management

• Handle critical customer complaints and high-priority escalations.
• Establish a structured grievance redressal process with clearly defined escalation matrices.
• Coordinate with internal stakeholders to resolve complex customer issues within prescribed timelines.
• Ensure proper documentation, tracking, and closure of complaints.
• Monitor complaint patterns and recommend long-term solutions to prevent recurrence.

5. Process Improvement and Automation

• Streamline customer support processes to improve efficiency, turnaround time, and service quality.
• Implement and optimize CRM platforms, ticketing systems, contact centre tools, and workflow automation.
• Identify opportunities for automation, digital adoption, and self-service support.
• Use customer interaction data and analytics to identify operational gaps and implement improvements.
• Drive continuous improvement initiatives to enhance customer experience and reduce operational costs.

6. Compliance and Risk Management

• Ensure customer support operations comply with applicable regulatory requirements, company policies, and internal compliance standards.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Coordinate with Compliance, Risk, Legal, and other relevant teams on regulatory and customer grievance matters.
• Ensure the secure handling of customer information and adherence to data confidentiality requirements.
• Support internal audits and ensure timely closure of identified gaps.

7. MIS and Performance Monitoring

• Define, track, and review Key Performance Indicators (KPIs) for customer support operations.
• Prepare daily, weekly, and monthly MIS reports for senior management.
• Analyze operational trends and recommend data-driven improvements.
• Monitor team productivity, service levels, complaint resolution, and quality standards.
• Present performance updates, improvement plans, and key insights to management.

Required Qualifications and Skills

• Bachelors degree in Business Administration, Management, Finance, or a related field. An MBA is preferred.
• 8–12 years of experience in customer support, customer service, or contact centre operations.
• Prior experience in FinTech, NBFC, banking, financial services, or digital lending is strongly preferred.
• Proven experience managing large customer support teams and multi-channel operations.
• Strong knowledge of customer grievance handling, escalation management, and service quality frameworks.
• Hands-on experience with CRM platforms, ticketing systems, contact centre technology, and MIS reporting.
• Strong leadership, communication, analytical, and problem