Job Description

Job Title Suggestion:

Customer Support Manager - Fintech Industry

Location:

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

Experience:

10-15 years

Note:

Minimum last 5 years in customer support Head roles within fintech or financial services.

About Company:

The company is a rapidly growing fintech firm based in Gurugram, dedicated to providing secure, scalable financial technology services. Our customer support team is a core pillar, ensuring customer satisfaction and fueling growth.

Role Overview:

We are looking for an experienced

Customer Support Manager

who will manage the day-to-day operations of our support team. The manager will handle escalations, drive team performance, and work closely with cross-functional teams to continually improve support processes.

Key Responsibilities:

Oversee daily operations of the customer support team across email, live chat, and voice channels. Manage and resolve customer escalations in a professional and timely manner. Monitor and report on support metrics (ticket volume, resolution times, customer satisfaction) and proactively drive improvements. Collaborate with Product, Risk, and Operations teams to identify recurring customer issues and root causes. Train, coach, and mentor customer support agents and team leads, ensuring high service standards. Develop, document, and update Standard Operating Procedures (SOPs) for support processes. Organize shift schedules, manpower planning, and resource allocation for high coverage and efficiency. Implement customer feedback mechanisms, analyze trends, and suggest improvements. Participate in customer onboarding and retention initiatives, aligning support goals with business objectives.

Required Qualifications & Experience:

Total 10-15 years of experience,

with a minimum of 5 years in customer support roles within fintech or financial services

. At least

3-5 years in a managerial or team lead capacity overseeing support teams.

Proficient in support platforms (Zendesk, Freshdesk, or similar).

Strong analytical skills: ability to interpret support data, identify trends, and drive results. Excellent organizational, planning, and leadership abilities. Strong interpersonal and written communication skills. Familiarity with regulatory compliance, financial operations, or fintech product knowledge 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: ?90,000.00 - ?125,000.00 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 Manager: 10 years (Required)
Location:

Gurugram, Haryana (Required)
Work Location: In person