We are hiring for : Manager – Customer Support _Banking Domain
Job Title: Manager – Customer Support
Location: Bengaluru, 6 days
Reporting To: Head – Banking Operations
Experience: 5+ years in Customer Support (at least 2 years in a managerial role)
Employment Type: Full-time
- Interview rounds will be only 2:
- Telephonic Round
- Face-to-Face Round
About Our Client :
Our Client is a leading provider of banking and financial software solutions, serving cooperative banks, MFIs, and NBFCs across India and overseas. Thier Bank client, our flagship platform, powers digital banking, USSD, mobile banking, loan origination, and core banking solutions for institutions focused on financial inclusion.
Role Summary
The Manager – Customer Support will lead and manage the support team to ensure exceptional service delivery to Banking clients. This role is critical in maintaining high customer satisfaction, driving continuous improvement in support operations, and acting as a bridge between clients and technical teams.
Key Responsibilities
- Lead, mentor, and manage the customer support team handling Banking clients.
- Define SLAs and ensure timely resolution of client issues through ticketing systems.
- Monitor, analyze, and report support metrics; drive process improvements and efficiency.
- Act as a point of escalation for unresolved issues; coordinate with product and engineering teams.
- Oversee support for new product rollouts, upgrades, and client onboarding processes.
- Conduct regular client satisfaction surveys and implement feedback mechanisms.
- Maintain documentation, FAQs, and knowledge base for internal and client use.
- Work closely with QA and Development to identify recurring issues and support product enhancements.
- Ensure adherence to regulatory and security protocols in client interactions and data handling.
Qualifications and Skills
- Graduate/Postgraduate in Computer Science, Information Technology, or related field.
- Minimum 5 years in customer support within the BFSI or enterprise software domain.
- Familiarity with banking software (preferably CBS, USSD, Mobile Banking platforms).
- Proven team leadership and customer-facing skills.
- Strong analytical, problem-solving, and communication skills.
- Experience with tools like Jira, Zoho Desk, Freshdesk, or similar CRM/ticketing platforms.
- Working knowledge of SQL and banking domain workflows is an added advantage.
- Fluency in English and at least one regional language preferred.
