Job Description

Job Title:

Team Leader - Customer Support Operations (Fintech & Financial Services)

Salary: ?35,000 - ?50,000 per month

Location: Golf Course Extension Road, Sector 66, Gurugram

Experience: 5-8 Years

:

The Company is hiring an experienced

Team Leader - Customer Support Operations

to manage and supervise a high-performing customer service team in the fintech and financial services domain.

The ideal candidate should have strong leadership abilities, excellent communication skills, and hands-on experience in handling customer queries related to loan products, digital payments, onboarding, documentation, and post-sales support.

The Team Leader will be responsible for

managing daily operations, monitoring call quality, ensuring service-level agreements (SLAs), and improving customer satisfaction scores (CSAT).

You will mentor team members, conduct performance reviews, handle escalations, and work closely with internal departments such as sales, operations, and compliance teams.

Key Responsibilities:

Lead and manage a team of customer support executives (inbound & outbound) Monitor call quality, productivity, and adherence to processes Handle escalated customer complaints and resolution tracking Train new hires on products, CRM tools, and customer handling skills Maintain reports on call volumes, turnaround time, and customer satisfaction Implement process improvements for better service delivery Coordinate with backend operations for faster case resolution

Eligibility:

Minimum 5 years of experience in customer support with 2+ years in team handling.

Experience in fintech, NBFC, banking, or insurance support preferred

Strong verbal and written communication in English & Hindi

Proficient in MS Office and CRM systems

How to Apply

Interested candidates should send their resume on this

email Id:

madhur@adrianaa.com

Call / WhatsApp - HR Madhur Mishra: +91 8010768617

Customer Support Team Leader, Contact Centre Lead, Support Supervisor, Fintech Support Leadership.

Job Types: Full-time, Permanent

Pay: ?35,000.00 - ?50,000.00 per month

Benefits:

Health insurance Provident Fund
Application Question(s):

Do you have strong communication and conflict resolution? Do you have working skill of to handle complex customer issues? What is your In Hand Salary per month? If selected, how soon can you join?
Experience:

Team Leader - Customer Support: 5 years (Required)
Location:

Gurugram, Haryana (Required)
Work Location: In person