Head – Customer Support – BFSI (5-9 yrs)
Looking Candidate from Product companies only
About the Role:
– Own all of support, set KRAs for the team, create support processes.
– Oversee, measure, and monitor the output of all support team members
– Complete client ownership – manage customer queries on over chat, calls, and email
– Look for ways to improve the accessibility to customer/ product support by users.
– Ensure customer is heard throughout escalation process in the event of escalations
– Provide customer insights and bug reports to tech and product teams for feature improvement.
– Evaluate the tools available for the customer support team and look for better solutions.
– Build the team – hiring, growing the customer support team, creating and evaluating the hiring process.
– Handle payments, reconciliations, and related operations
Experience 4+ years
ctc upto 20lpa
– An ideal candidate should:- Have a passion for operational nuances, its impact on business & interacting/leading a team
– Have an ability to work in highly volatile teams
– Impeccable communication skills – verbal and written
– Map theoretical knowledge to practical applications and be able to drive pilot programs be a quick learner, is self-driven and has adaptability to learn new concepts and tools
– Show demonstrated ability to multi-task and think creatively.
– About the Company- India’s first and largest Options Trading Platform. We are transforming now to a first-of-its kind financial advisor market place. We are solving what is possibly the most challenging problem in investment space – how to make a common man investor profitable.
