Customer Support Manager

Customer Support Manager-15+ years (Senior)- Mohali

Location - Mohali

Summary -We are looking for a senior Customer Support Manager to lead and scale customer service operations for a fast-growing digital payments and EMI (Electronic Money Institution) product. The role requires a strong leader who can drive exceptional customer experience, manage support teams, and partner with product, compliance and operations to deliver secure, compliant service. (Confidential employer.)

Your Future Employer -A well-funded, rapidly growing fintech & digital payments organisation operating under an EMI framework, serving international customers with multi-currency accounts, card services and cross-border payment solutions.

Responsibilities -

1. Lead and manage the customer support team to deliver outstanding, measurable customer service.

2. Define and implement customer service policies, SLAs and escalation workflows.

3. Monitor and analyse customer interactions and KPIs to identify improvement opportunities.

4. Handle high-severity escalations and ensure timely, compliant resolutions.

5. Coordinate with product, compliance and operations teams.

6. Train, mentor and coach support staff.

7. Oversee reporting (MIS) and produce performance reports.

8. Ensure interactions comply with EMI / payments regulations.

Requirements -

1. Bachelor’s degree in Business, Finance, Operations Management, or related field.

2. 15+ years’ experience in customer support or operations.

3. Experience managing large support teams.

4. Strong knowledge of digital payments and EMI operations.

5. Excellent communication and problem-solving skills.

6. Experience with CRM/support tools.

7. Knowledge of payment APIs and compliance frameworks.

8. Multilingual candidates with payments experience are preferred.

What is it in for you -

- Competitive salary and incentives.

- Fast career progression in a global fintech product.

- Exposure to product and payments operations.

- Training and professional development.

- Collaborative work culture.

Reach us –If you think this role is aligned with your career, kindly write me an email along with your updated CV on Shiwani.thakur@crescendogroup.in for a confidential discussion on the role.

Disclaimer –Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging, memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Note –We receive a lot of applications on a daily basis, so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don’t hear back from us in 1 week. Your patience is highly appreciated.

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