Sr. Executive Customer Support / ATL

NPSTX; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Collaborative workplace

Celebration of success

Comprehensive benefits

Job summary

NPSTX, a fintech company in Mumbai, is seeking a Customer Support Manager to lead a dynamic team in a B2C environment. You will be responsible for ensuring user satisfaction and operational efficiency while collaborating with internal teams to drive improvements. Ideal candidates will have 4-6 years of experience managing customer support operations, strong leadership skills, and proficiency in customer support tools. NPSTX offers a stimulating workplace that values collaboration and innovation.

Qualifications

• 4–6 years of experience in managing customer support operations in a B2C setup.
• Excellent problem-solving, analytical, and communication skills.
• Proficiency in customer support tools and CRMs.

Responsibilities

• Lead and manage the customer support team.
• Develop and implement support strategies.
• Handle escalations and ensure resolutions.
• Collaborate with internal teams for improvements.

Skills

Leadership

Problem-solving

Analytical skills

Communication

Customer support tools

Team management

Education

Any Graduate

Job description

NPST is a fintech company bridging banking and fintech with its technology and payment solutions for the BFSI industry. As a Technology Service Provider (TSP) and Third-Party Aggregator Provider (TPAP), we serve banks, merchant aggregators, merchants, and consumers. Listed on the NSE Emerge platform in August 2021 with a market cap of ₹2000 Cr (as of Mar 24), NPST is an NPCI-approved Merchant Payment Service Provider, acquiring merchants and facilitating payments. We have a strong client base, including 10 banks and 30+ PAPG and merchants.

TimePay, a subsidiary of NPST, is an NPCI-approved TPAP (Third Party Application Provider) offering UPI payment services. With a strong vision and growth strategy, TimePay aims to become one of the top five payment applications in India. Our mission is to acquire users across all the demography and empower every Indian with innovative, user-friendly digital payment solutions and banking services.

Payment ecosystem being disruptive, we still have several challenging cases which needs innovation at core to build future of Payments. At TimePay, we believe in solving use cases, build futuristic ecosystem and contribute to India’s digital payment growth story by building disruptive payment process and technology for greater good of our users. TimePay contributes to NPST’s vision of ‘Providing digital technology across financial value chain’ by bringing last mile reach in payment ecosystem.

What will you do

The ideal candidate will lead and manage customer support operations in a fast-paced, user-centric B2C environment. This includes ensuring a high level of user satisfaction, team performance, and operational efficiency.

Job responsibilities

• Lead and manage the customer support team to ensure efficient handling and resolution of customer queries and complaints.
• Develop and implement support strategies, processes, and KPIs to drive service excellence and continuous improvement.
• Handle escalations and ensure timely and satisfactory resolution.
• Collaborate with product, technology, and other internal teams to address customer feedback and drive improvements.
• Monitor daily operations including SLAs, TATs, and quality of service delivery.
• Build and maintain customer support documentation, FAQs, and training materials.
• Analyze support metrics and user feedback to identify trends and propose enhancements.
• Mentor and develop team members to achieve individual and team performance goals.
• Prepare and present performance reports and insights to management.

What are we looking for

• 4–6 years of experience in managing customer support operations in a B2C setup.
• Strong leadership, team management, and people development skills.
• Excellent problem-solving, analytical, and communication skills.
• Proficiency in customer support tools and CRMs.
• Ability to analyze data, derive insights, and take corrective actions.
• High attention to detail and strong organizational abilities
• Analytical thinking and strong judgment and decision-making abilities
• Entrepreneurial skills, ability to observe, innovate, and own your work
• Detail-oriented and organized with strong time management skills
• Influencing skills and the ability to create positive working relationships with team members at all levels
• Collaborative approach and work with perfection as a group effort to achieve organizational goals

Education Qualification – Any Graduate

Experience – 4 - 6years.

Work arrangement – 5 days working from office

Location – Mumbai, Thane (Wagle Esatate)

What do we offer

• An organization where we strongly believe in one organization, one goal.
• A fun workplace which compels us to challenge ourselves and aim higher.
• A team that strongly believes in collaboration and celebrating success together.
• Benefits that resonate ‘We Care’.

If this opportunity excites you, we invite you to apply and contribute to our success story. If your resume is shortlisted, you will hear back from us.