Lead - Customer Operations & Support (L2)

Qode

Lucknow

On-site

INR 1,800,000 - 3,200,000

Full time

4 days ago

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Job summary

CodeArray Technologies Pvt Ltd is seeking a Lead – Customer Operations & Support (L2) to own the post-L1 support and grievance redressal for consumers and merchants on RBI-licensed PA and PPI platforms. You will manage a multi-channel team, handle escalations, ombudsman responses, nodal officer work, and analytics, ensuring RBI-compliant grievance handling and excellent service.

The role bridges customer experience, regulatory obligations, and operational rigor, with responsibilities to define

Qualifications

Bachelor's degree required; MBA a plus.
6–8 years of customer support/ops experience, with 3+ years in multi-channel L2 or escalations.
Working knowledge of RBI grievance redressal framework and nodal officer processes.
Experience with helpdesk platforms (Freshdesk, Zendesk, Salesforce Service Cloud).
Strong analysis and ability to draft regulatory-quality responses.

Responsibilities

Oversee multi-channel contact centre operations, ensure FCR and CSAT targets.
Define routing, staffing, and channel SLAs; promote AI/bot-based resolution.
Monitor KPIs like AHT, CSAT, abandonment rate; drive continuous improvement.
Own all L2 escalations for consumers and merchants—transactions, refunds, account issues.
Define escalation criteria, SOPs, and RBI-compliant turnaround times.
Coordinate with cross-functional teams to resolve complex issues.
Maintain L2 queues, ensure fair load distribution and SLA adherence.

Skills

Analytical skills

Written communication

Leadership

Customer operations

Education

Bachelor's degree

MBA

Tools

Freshdesk

Zendesk

Salesforce Service Cloud

Job description

Lead - Customer Operations & Support (L2)

Aug 3, 2026

About the role

We are looking for an empathetic yet operationally sharp Lead – Customer Operations & Support (L2) to own the complete post-L1 support and grievance redressal function for both consumers and merchants on our RBI-licensed Payment Aggregator (PA) and Prepaid Payment Instruments (PPI) platform. You will manage a multi-channel team covering escalation handling, ombudsman response, the nodal officer cell, and complaint analytics—ensuring our grievance framework is fully RBI-compliant and consistently excellent. This is a pivotal role connecting customer experience, regulatory obligations, and operational rigour.

What you'll do

Oversee the contact centre operation across all channels—FAQ/AI-based self-service, email support, phone, and portal—ensuring consistent service quality and efficient first-contact resolution.
Define routing logic, staffing models, and channel-specific SLAs; drive adoption of AI/bot-based resolution to reduce agent-handled volume.
Monitor contact centre KPIs (AHT, FCR, CSAT, abandonment rate) and drive continuous performance improvement.
Own all L2 escalations from end-consumers and merchants—covering failed transactions, delayed refunds, account issues, PPI wallet queries, account blocking/unblocking, and disputed charges.
Define escalation criteria, routing logic, and resolution SOPs to ensure no ticket stays unresolved beyond RBI-mandated turnaround times.
Liaise with Payment Operations, Merchant Operations, PPI Customer Operations, and Technology teams to resolve complex cross-functional issues efficiently.
Maintain and improve L2 support queues ensuring fair load distribution and SLA adherence.

Ombudsman Response Team & Nodal Officer Cell

Manage the RBI Ombudsman response function—ensuring all ombudsman complaints are acknowledged, investigated, and responded to within prescribed timelines with evidence-backed replies.
Oversee the Nodal Officer cell—maintaining the designated Nodal Officer's case register, tracking resolution timelines, and ensuring compliance with RBI's nodal officer framework for payment system operators.
Ensure the grievance redressal mechanism is fully compliant with RBI guidelines—including Nodal Officer designation, defined TATs, acknowledgement protocols, and escalation to the RBI Ombudsman for unresolved complaints.
Maintain and publish grievance data as required by RBI (monthly/quarterly reports, website disclosures).

Complaint Analytics

Build and maintain a complaint analytics framework—tracking complaint volumes, categories, root causes, resolution rates, re-open rates, and repeat complainants across all channels.
Produce regular complaint trend reports for senior management; identify systemic issues and collaborate with product, tech, and operations teams to drive preventive fixes.
Use complaint data to benchmark the organisation's grievance performance against RBI expectations and industry peers; flag risks proactively.

Quality Assurance & Knowledge Management

Implement a quality assurance framework for L2 support—including ticket audits, call reviews, and agent scorecards.
Track CSAT, NPS, first-contact resolution (FCR), average handling time (AHT), and reopen rates; use insights to drive improvements.
Build and maintain a comprehensive knowledge base and escalation playbook for all support tiers.
Lead, coach, and develop the support team—setting performance benchmarks, conducting regular reviews, and driving skill development.
Produce weekly and monthly support performance reports covering volume trends, resolution rates, escalation patterns, CSAT scores, and ombudsman case status.
Foster a customer-first, compliance-aware culture across all support tiers.

What we're looking for

Bachelor's degree in any discipline; MBA or equivalent is a plus.
6–8 years of experience in customer support or operations, with at least 3 years managing a multi-channel L2 or escalations team in a fintech, payments, or banking environment.
Working knowledge of RBI's grievance redressal framework for payment system operators, including Nodal Officer obligations and RBI Ombudsman processes.
Experience managing or contributing to an ombudsman response function or nodal officer cell.
Experience with helpdesk platforms such as Freshdesk, Zendesk, or Salesforce Service Cloud.
Strong analytical skills to build complaint analytics dashboards and translate data into actionable improvements.
Excellent written communication skills; ability to draft regulatory-quality grievance responses for ombudsman cases.

Nice to have

Prior experience handling RBI Ombudsman or CPGRAMS complaints in a PA, PPI, or bank context.
Familiarity with AI/chatbot platforms used for contact centre automation.
Familiarity with PPI wallet operations, including KYC upgrade flows, wallet load/withdrawal queries, and expiry issues.
COPC or Six Sigma certification in customer operations quality.

CodeArray Technologies Pvt Ltd is a premier software development agency specializing in custom application solutions, web and mobile development, and strategic technology outsourcing.

Software Development Technology, Information and Internet Technology, Information and Media

Company size 51–200 employees

Company type Privately held Founded 2016

Total funding 0

Momentum

Team growth

Momentum

Team growth

24% in 12 mo

26 employees on LinkedIn

Mar 23 Apr 26

Employee experience