Deputy Head Customer Care
Nice to have's
Job description
About the Position
We are seeking a Deputy Head Customer Care to join our team in India. Reporting to the Head of Operations & Support, you will be responsible for transforming our early-stage operations and support into a scalable, first-rate customer experience. Your role will involve creating and improving processes, enhancing support resources, and developing our customer support strategy to meet the growing needs of our business.
Responsibilities
- Transform early-stage operations and support into a scalable, first-rate customer experience.
- Create and improve processes, enhance support resources, and develop the customer support strategy.
- Be the Point of Contact (POC) for all Operations and Support topics to ensure business continuity and delivery excellence.
- Develop, coordinate, and manage teams in operations, including 1st and 2nd lines of customer support, technical support, fraud, credit, and KYC analysts, and soft collection.
- Monitor the performance efficiency of all direct divisions.
- Act as a mentor and coach to ensure team members meet their KPIs, including SLAs, Quality, and Productivity.
- Prepare, analyze, and present data to the Head of O&S as part of weekly and monthly performance reviews on support operations.
- Train, develop, and mentor direct reports to provide opportunities for skills expansion and career development.
- Undertake regular performance reviews and 1:1 meetings with direct reports against KPIs.
- Recruit, train, and mentor high-performing profiles for various roles, growing the team as the business expands.
- Collaborate cross-functionally and work closely with both internal and external stakeholders to ensure an optimal end-to-end customer experience.
- Proactively drive root-cause analysis of existing customer pain points in partnership with product and engineering teams.
- Lead and inspire Operations and Support teams to maintain a motivated and engaged team atmosphere.
Requirements
- 8-10 years of experience with a minimum of 4 years managing large-scale operations (100+ people) in a high-growth banking environment, including different channels of customer communication.
- Highly data-driven, with the ability to deep dive and analyze, play with pivot tables, and continuously improve the operations process based on key metrics and raw data.
- Experience in implementing software for Customer Operations business process management (in-house development or leading third-party vendors).
- Ability to multitask, prioritize, manage time effectively, and think outside the box.
- Ability to work under pressure in a fast-paced environment with a strong focus on customer satisfaction.
- High-energy and goal-driven personality, focused on achieving big things in half the time it takes most people.
- Excellent communication, engagement, and people development skills.
- Bachelor’s degree from a reputable University is a must.
Nice to Have
- Previous startup experience.
- Knowledge of the credit card or consumer finance industry, especially fintech.
- Knowledge of the basics of fraud and credit analysis.
- Knowledge of the basics of recovery.
We Offer
- Opportunity to work in a dynamic and growing fintech company.
- Competitive compensation package.
- Professional growth and development opportunities.
About the Company
[Company description if present]
© Fintech Farm. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
About Fintech FarmWe are a UK fintech creating successful neobanks in emerging markets in partnerships with local traditional banks. The mission is to make banking services accessible, simple and fun to use worldwide and the goal is to launch neobanks in 50+ markets, serving 100m+ customers.Since our foundation in 2020, we’ve so far launched neobanks in Azerbaijan (2021), Vietnam (2023), Kyrgyzstan (2024) and India (2025), with 2m+ customers collectively and have more markets on the near horizon!Why Fintech Farm is a great place to beCustomers. We always go above and beyond to provide an amazing customer experience. And who said that banking has to be boring? We make our apps not just easy but fun to use.People. We have 250 employees and we’re all business partners in our company — each with stock options that give us a real stake in the business. As we grow and succeed, we all share in the upside. We work with strong individuals whom we empower and trust rather than micromanage. We always stay curious and open-minded.