Job Description

Job Title Suggestion:

Head of Customer Support, Fintech Industry

Location:

Golf Course Extension Road, Sector 66, Gurugram -- In-office role.

Compensation:

?1,20,000 - ?1,50,000 per month

Exp.:

10-15 years

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

About company Limited:

The Company is a dynamic fintech company based in Gurugram, focused on delivering innovative financial solutions. We are committed to providing exceptional customer experiences through scalable support operations, technological excellence, and customer-centric strategies.

Role Overview:

As the

Head of Customer Support

, you will be responsible for creating, leading, and scaling the customer support function in company. This is a strategic leadership role. You will define the customer support vision and roadmap, drive operational excellence, and align the support strategy with business goals.

Key Responsibilities:

Develop and implement the overall customer support strategy in alignment with business goals. Build and manage a high-performing multi-channel support organization (email, chat, voice, in-app). Define and track key metrics (KPIs) such as First Response Time, Resolution Time, CSAT, NPS, and SLAs. Lead continuous process improvements to enhance efficiency, reduce customer pain points, and lower churn. Recruit, train, mentor, and retain a strong customer support leadership team (team leads, supervisors). Work cross-functionally with Product, Compliance, Risk, and Operations teams to resolve systemic customer issues and influence product enhancements. Oversee major escalations, ensuring root-cause analysis and corrective action. Implement and manage customer feedback loops; analyze feedback, derive insights, and propose actionable improvements. Develop budgets, forecasts, and resource plans for the customer support function. Represent the customer support function in the senior leadership team; present regular performance and trend reports.

Required Qualifications & Experience:

10-15 years of overall experience,

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

, ideally in customer support leadership roles. Proven experience scaling customer support teams in a fast-growth or digital-first environment. Strong leadership and people management skills. Experience using CRM and support tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud). Data-driven mindset: proficiency in analyzing metrics, dashboards, and translating data into strategic action. Excellent communication, collaboration, and stakeholder management abilities. Experience working with compliance, risk, or regulated financial products is highly desirable.

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: ?120,000.00 - ?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 Support Head: 10 years (Required)
Location:

Gurugram, Haryana (Required)
Work Location: In person