We are seeking an experienced and motivated Customer Support Team Leader to lead our customer service team and ensure exceptional customer experiences. The ideal candidate will have a strong background in customer support within the NBFC/BFSI sector, proven team management skills, and a customer-centric approach.
Key Responsibilities
- Lead, mentor, and manage a team of Customer Support Executives.
- Handle customer escalations related to loans, repayments, KYC, and account-related queries.
- Ensure timely and effective resolution of customer concerns within defined SLAs.
- Monitor team performance, productivity, and quality metrics.
- Drive customer satisfaction (CSAT) improvements and reduce repeat complaints.
- Prepare and analyze MIS reports to identify trends and opportunities for improvement.
- Ensure adherence to RBI regulations, compliance requirements, and internal policies.
- Collaborate with Credit, Collections, Operations, and Technology teams to enhance customer experience.
- Conduct regular coaching, training, and performance reviews for team members.
Required Qualifications
- Bachelor's degree in any discipline.
- 3–6 years of experience in Customer Support, preferably within NBFC, Banking, or Financial Services.
- Minimum 1–2 years of experience in a Team Leader or supervisory role.
- Strong understanding of loan products, KYC processes, and customer service operations.
- Excellent leadership, communication, and problem-solving skills.
- Hands-on experience with CRM platforms and MIS reporting tools.
- Ability to manage escalations and maintain service quality standards.
Preferred Skills
- Knowledge of RBI guidelines and regulatory compliance.
- Strong analytical and decision-making abilities.
- Ability to work in a fast-paced, customer-focused environment.
- Team management and stakeholder coordination skills.
Benefits
- Competitive salary package.
- Opportunity to work with a fast-growing NBFC.
- Career growth and leadership development opportunities.
- Dynamic and collaborative work environment.
- Learning and skill enhancement programs.
Schedule
- Day Shift
- Monday to Saturday
Industry Preference: NBFC, Banking, Financial Services, FinTech
Pay: ₹40,000.00 - ₹45,000.00 per month
Work Location: In person
