Customer Support Lead

Astranova Mobility; Delhi; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Astranova Mobility is seeking a senior CS Operations leader in Delhi to define and drive end-to-end customer support across multiple channels, including AI automation and compliance controls. You will build and coach teams, manage outsourcing, and own the automation roadmap.

You will leverage data to improve SLA performance, CSAT, and operational efficiency while partnering with Product, Tech, and Compliance to address friction points in KYC, orders, and payouts.

Qualifications

• 5–7 years in Customer Service/Support Operations with 3+ years leading teams.
• Experience in fintech, BFSI, broking, or wealth-tech in regulated environment.
• Strong hands-on with data using Metabase/Excel to defend decisions.
• Experience with modern helpdesk/CRM tooling (Freshdesk, Zendesk) and driving automation.
• Cross-functional collaboration with Product/Tech and Compliance.
• Hands-on experience evaluating or deploying AI tools in CS with measurable impact.

Responsibilities

• Define and run CS operations strategy across all support channels: calls, chats, emails, WhatsApp, and in-app support.
• Own channel-specific performance: call queue/IVR, live-chat coverage, response times, and email/ticket TAT.
• Set and monitor SLAs and KPIs: TAT, first response, resolution time, CSAT/NPS, escalation rates.
• Build, lead, and coach CS managers, agents, and QA analysts; own hiring and performance management.
• Manage relationships with outsourced/BPO partners, including commercials and quality audits.
• Deploy AI chatbots/virtual assistants to auto-resolve routine queries without agent intervention.
• Use AI for email triage and response drafting to cut manual handling time.
• Implement AI transcription, summarization, and sentiment analysis to speed QA and root-cause detection.
• Pilot AI workflows that resolve multi-step queries end-to-end, routing to humans on exceptions.
• Own the automation roadmap and report on impact — tickets deflected and cost-per-resolution reduced.
• Partner with Product & Tech to flag recurring friction in KYC, orders, RFQ, payouts.
• Collaborate with Retention to identify service-driven churn signals for proactive engagement.
• Champion self-serve and automation (FAQs, macros) to reduce cost-per-resolution while preserving CSAT.
• Ensure SEBI/regulatory requirements and internal audits are met in investor grievance handling.
• Own escalation matrix for high-severity issues with clear ownership and turnaround.

Skills

Customer Service Leadership

Fintech/BFSI domain knowledge

Data-driven decision making

CRM tooling & automation

Regulatory compliance awareness

AI in CS

Tools

Metabase

Excel

Freshdesk

Zendesk

Job description

Key Responsibilities / What Youll Do:

DeOwn the CS engine

• Define and run CS operations strategy across all support channels — calls, chats, and emails — plus WhatsApp and in-app support.
• Own channel-specific performance: call queue/IVR management, live-chat coverage and response times, and email/ticket inbox TAT.
• Set and monitor SLAs and KPIs: TAT, first-response and resolution time, CSAT/NPS, escalation and reopen rates tracked per channel.
• Build, lead, and coach a team of CS managers, agents, and QA analysts; own hiring and performance management.
• Manage relationships with outsourced/BPO support partners where applicable, including commercials and quality audits.

Leverage AI to automate and reduce manual work

• Deploy AI chatbots/virtual assistants to auto-resolve routine call, chat, and email queries without agent intervention.
• Use AI-powered email triage and response drafting to cut manual handling time while keeping language accurate and compliant.
• Implement AI call transcription, summarization, and sentiment analysis to speed up QA, coaching, and root-cause detection.
• Pilot agentic AI workflows that resolve multi-step queries end-to-end, routing to a human only on genuine exceptions.
• Own the automation roadmap and report on impact — tickets deflected, average handling time saved, cost-per- resolution reduced.

Turn support data into product and retention signal

• Partner with Product & Tech to flag and prioritise recurring friction in KYC, order placement, RFQ, and payouts.
• Work with the Retention team to identify service-driven churn signals and feed them into proactive win-back and outreach efforts.

Drive efficiency and compliance

• Champion self-serve and automation (FAQs, chatbot/IVR, macros) to reduce cost-per-resolution without hurting CSAT.
• Ensure investor grievance handling meets SEBI/regulatory requirements (e.g. SCORES and exchange-mandated timelines) and internal audit standards.
• Own the escalation matrix for high-severity issues (payout delays, KYC rejections, order failures) with clear ownership and turnaround.

Experience & Qualifications:

Must-Have

• 5–7 years in Customer Service/Support Operations, with at least 3+ years leading teams at scale.
• Experience in fintech, BFSI, broking, or wealth-tech, ideally in a SEBI/RBI-regulated environment.
• Strong hands-on comfort with data — Metabase/Excel — to make and defend decisions with evidence, not anecdotes.
• Track record of running support on modern helpdesk/CRM tooling (Freshdesk, Zendesk, or equivalent) and driving automation.
• Excellent cross-functional operator: comfortable pushing back on Product/Tech with data, and aligning with Compliance on regulatory asks.
• Hands-on experience evaluating or deploying AI tools in a CS setting — chatbots, agent-assist, email automation, or call analytics — with a track record of measurable ticket/AHT reduction.