Job Description

Job Title :

Customer Service Head - Fintech

Head of Customer Service & Experience, Fintech

Location:

Golf Course Extension Road, Sector 66, Gurugram

Exp.:

10-15 years

(last 5 years experience should be in the fintech or financial services industry)

About Company:

The company is a cutting-edge fintech company located in Gurugram. We are building a customer-centric culture where service excellence and product reliability go hand in hand. Our aim is to provide seamless financial services and build trust through unmatched customer experience.

Role Overview:

The

Head of Customer Service & Experience

will be responsible for defining, leading, and optimizing the customer service strategy. This role blends operational leadership with a strong focus on customer journey design and long-term customer satisfaction.

Key Responsibilities:

Define the customer service vision, mission, and customer experience strategy in alignment with Finkeda's business goals. Lead and manage all customer service operations (email, voice, in-app, social) with a customer-first mindset. Map and continuously improve the customer journey: onboarding, support, retention, feedback. Establish KPIs and SLAs to measure customer satisfaction, response time, retention, and the quality of service. Drive a culture of empathy, ownership, and continuous improvement within the customer service team. Collaborate with Product, Risk, Compliance, and Marketing teams to ensure service design and processes reflect customer needs. Supervise escalations, lead root-cause analysis, and drive corrective actions to prevent recurrence. Implement feedback programs (surveys, user interviews) and act on insights to drive customer-centric improvements. Ensure compliance with fintech regulations, data protection, and internal service standards. Build and lead a talent pipeline: hiring, mentoring, and growing customer service leaders. Report to senior leadership on service performance, customer insights, and strategic recommendations.

Required Qualifications & Experience:

10-15 years' work experience,

with at least 5 years in the fintech or financial services industry

, and proven leadership in customer service or experience roles. Deep understanding of customer service operations and customer journey management. Experience working with CX tools, CRM systems, and customer feedback platforms. Excellent strategic thinking, problem-solving, and data analysis skills. Strong collaboration and stakeholder management skills. Excellent communication, both verbal and written. Experience in managing compliance or working in regulated environments is a plus.

How to Apply:

Interested candidates, please send your resume to

madhur@adrianaa.com

or

message / call HR Madhur Mishra on WhatsApp:

+91 8010768617.

Job Types: Full-time, Permanent

Pay: ?100,000.00 - ?150,000.00 per month

Benefits:

Health insurance Provident Fund
Application Question(s):

Do you have experience in customer support last 5 years in Fintech,
Finance or Insurance Industry?

How many peoples team you are handling currently? How much you rate yourself in 0/10 in English communication skills? What is your In Hand Salary per month? Are you currently working or left you job? If selected, how soon can you join?
Experience:

Customer Service Head: 10 years (Required)
Location:

Gurugram, Haryana (Required)
Work Location: In person