Customer Service Manager – Inbound
Role overview
- We are hiring a Customer Service Manager to build and run end-to-end customer support and complaint management across all channels for our lending products, covering both new and existing customers. This role owns assisted and self-serve support journeys (contact centre, chat/WhatsApp, email, social, app/web, chatbot/IVR/help centre), drives SLA governance, and leads cross-functional closure with Operations, Product, Tech, Risk, Compliance, and Collections.
- Own end-to-end customer support across all channels (calls, email, in-app/web, WhatsApp, SMS, social media, etc.); ensure a consistent experience and single customer view across touchpoints.
- Build and institutionalize an omnichannel service model (L1/L2/L3), including routing principles, escalation matrices, case ownership, and closure governance across internal teams and external partners.
- Define and institutionalize SLAs and quality standards from scratch across channels (response SLA, resolution TAT, FCR, repeat contact rate, backlog ageing, QA scores, CSAT/NPS) and drive continuous improvement against benchmarks.
- Own end-to-end complaint and escalation management across channels: logging, triage, investigation coordination, customer communication, closure, and management reporting; ensure timely, consistent, and auditable closures.
- Interface with formal grievance redressal mechanisms (including nodal/ombudsman coordination as applicable), ensuring regulatory-aligned processes, documentation, and audit readiness.
- Drive self-serve and deflection strategy: improve IVR/chatbot/help-centre journeys, reduce avoidable contacts, and ensure customers can resolve common issues without agent intervention while maintaining experience and compliance.
- Own knowledge management and readiness: FAQs/KB, scripts, macros/templates, agent playbooks, training calendar, and launch readiness for new products/features/process changes.
- Partner with Collections to manage collections-related customer support (queries, disputes, conduct-related complaints); drive preventive controls to reduce conduct risk.
- Operate on internal tooling and continuously strengthen capability: workflow discipline, reporting hygiene, queue management, QA calibration, and improvements in the existing platform stack.
What we're looking for
- Strong experience leading omnichannel customer service in BFSI/NBFC/fintech, including running multi-channel operations and scaling processes for high-volume support.
- Demonstrated capability in setting up SLA frameworks, QA governance, and operating cadence across teams and partners.
- Experience owning end-to-end complaints and escalations and working closely with Compliance/Legal for regulatory-aligned grievance redressal and audit readiness.
- Strong stakeholder management and communication skills, with the ability to drive closure across Product, Tech, Risk, Operations, and Collections.
