Call/Msg:- +91 9795693432 (Rohit G.)
Job Title: Team Leader – Customer Support
Department: Customer Support
Industry: Fintech
Location: Kudlu Gate, Bangalore
Employment Type: Full-Time ( Off Role)
Experience: 2 years as TL
About Moneyview:
Moneyview is one of India's leading fintech platforms, providing personalized and paperless credit solutions to millions of customers. With a strong customer-first approach and advanced technology, we are redefining access to financial services. As we continue to grow, our Customer Support team plays a critical role in delivering high-quality and seamless customer experience. Role Overview: We are looking for an experienced and result-driven Team Leader to manage and lead a team of Customer Support Executives handling voice and blended (voice, and email) support. The candidate will be responsible for ensuring high-quality customer service, team performance management, and achieving operational targets in a fast-paced Fintech environment.
Key Responsibilities:
* Manage and supervise a team of Customer Support Executives handling voice and blended support processes.
* Monitor team performance on key metrics such as productivity, quality, TAT, CSAT, and adherence.
* Conduct regular team meetings, one-on-one sessions, and performance reviews.
* Provide coaching, mentoring, and feedback to improve team performance and communication skills.
* Handle customer escalations and ensure timely resolution.
* Ensure adherence to company policies, processes, and compliance requirements.
* Monitor call quality, chats, and emails to maintain service standards.
* Coordinate with internal teams such as Operations, Quality, Training, and Product for issue resolution.
* Prepare and share daily, weekly, and monthly performance reports.
* Support new hire onboarding, training, and team integration.
* Drive employee engagement and maintain a positive team environment.
What we're looking into :
* Bachelor's degree in a relevant field such as business administration.
* Proven experience in customer support operations working in the capacity 2 year of experience as a Team Leader in the NBFC, Fintech sector.
* In-depth knowledge of the CRM platforms such as Zendesk, Freshworks, Sprinklr platform, including its features, functionalities, and best practices.
* Strong problem-solving abilities, with a focus on delivering innovative solutions to clients' challenges.
* Ability to work independently and manage multiple client engagements simultaneously, while meeting deadlines.
* Flexibility and adaptability to thrive in a fast-paced, dynamic environment .
During the interview, we will be evaluating your leadership capabilities, communication skills, and experience in handling customer support operations.
Pay: ₹500,000.00 - ₹800,000.00 per year
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
