At Pice®, we’re redefining how Indian SMEs pay, manage cash flows, and access credit. Backed by Nexus Venture Partners and leading angel investors, we’re building a unified payments platform and soon launching our own business-focused credit card. As we scale, Customer Experience (CX) is at the heart of everything we do and we’re looking for leaders who can elevate it to world-class standards.
This role goes beyond managing support, you will lead, mentor, and scale a high-performing CX team while ensuring every customer interaction builds trust, clarity, and confidence. You’ll own the CX function on the ground, drive operational excellence, and play a key role in shaping how SMEs experience Pice’s payments and credit products.
Lead and manage a team of CX executives, ensuring high-quality customer interactions across chat and support channels
Monitor day-to-day team performance, productivity, and adherence (availability, response time, resolution time)
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Prepare and share daily, weekly, and monthly performance reports (CSAT, SLA, TAT, backlog, agent productivity)
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Set performance benchmarks and consistently drive improvements across key CX metrics
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Act as an escalation point for complex customer issues, ensuring timely and effective resolution
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Coach, train, and mentor team members to deliver empathetic, solution-oriented support
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Conduct regular quality audits, feedback sessions, and performance reviews
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Ensure clear and accurate communication of product features, transactions, limits, billing cycles, and credit-related queries
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Build and refine SOPs, workflows, and CX playbooks for consistency and scalability
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Collaborate closely with Product, Ops, Risk, and Tech teams to resolve issues and improve customer journeys
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Analyze customer feedback, support data, and trends to identify gaps and drive product/process improvements
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Drive quality assurance initiatives and continuously improve team performance
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3–5 years of experience in Customer Experience / Support, with at least 1 year in a team handling or leadership role
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Strong command of English & Hindi (written and verbal)
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Proven ability to manage teams, handle escalations, and drive performance metrics
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Experience in reporting, data tracking, and performance monitoring
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Strong customer-first mindset - you focus on experience, not just resolution
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Ability to simplify financial concepts (payments, cards, limits, charges) for SMEs
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Strong analytical thinking and problem-solving skills
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High attention to detail with the ability to manage multiple priorities
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Experience in fintech, payments, or credit products is a strong plus
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Lead and shape the CX function at a fast-growing fintech startup
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Gain hands-on exposure to credit card operations, SME lending, and payments
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Work in a high-ownership, high-impact environment
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Collaborate with cross-functional teams to influence product and business decisions
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Build a strong leadership foundation in Customer Experience and Fintech
If you’re passionate about leading teams, driving performance through data, and building exceptional customer experiences at scale — we’d love to hear from you.
