Senior Manager - Customer Support - Night Shift - Fintech - 8+ Years - Mohali

Discipline: Customer Service
Job type: Permanent
Contact name: Vasu Joshi

Contact email: vasu.joshi@crescendogroup.in
Job ref: 79739
Published: 23 days ago

Senior Manager - Customer Support - Night Shift - Fintech - 8+ Years - Mohali

Location – Mohali, Punjab (India)

Exciting opportunity for a high-performing professional to lead night shift operations at a fast-growing fin-tech IT solutions company. The role demands strong leadership in customer support, proven expertise in fin-tech/BPO operations, and the ability to drive client satisfaction and operational excellence.

Your Future Employer - A global fin-tech IT solutions provider with offices in India, UK, and Seychelles, serving clients across 110+ countries. The organization fosters a start-up culture with a flat hierarchy, offering performance-driven growth opportunities.

Responsibilities -

  1. Lead and mentor a team of support leads, quality analysts, and frontline agents.
  2. Ensure SLAs, TATs, and CSAT/NPS metrics are consistently achieved.
  3. Act as senior escalation point during the night shift, resolving client-critical issues.
  4. Monitor performance dashboards to track productivity, resolution times, and quality.
  5. Ensure compliance with fintech regulations (PCI DSS, GDPR, RBI/SEBI).
  6. Collaborate cross-functionally with product, risk, compliance, and engineering teams.
  7. Drive process improvements, automation, and continuous optimization.

Requirements -

  1. Bachelor’s degree in Business, Finance, IT (MBA preferred).
  2. 8-12 years in customer support/service delivery, with 3–5 years managing night shifts.
  3. Experience in fintech or BPO operations supporting global clients.
  4. Strong leadership with ability to manage large teams (30+ members) across channels (voice, chat, email, social).
  5. Excellent communication and stakeholder management skills.
  6. ITIL, Six Sigma, COPC certifications and fintech regulatory knowledge a plus.
  7. Flexibility to work full-time night shifts, including weekends/holidays for escalations.

What is in it for you -

  • Competitive salary and performance-based bonuses.
  • Medical insurance coverage.
  • Fast-paced, innovation-driven culture.
  • Learning and career growth opportunities in the global fintech domain.

Reach us: If you think this role is aligned with your career, kindly write me an email along with your updated CV on vasu.joshi@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 and memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Note: We receive a lot of applications daily; if you don’t hear back within a week, please assume your profile has not been shortlisted. Your patience is highly appreciated.

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