ZR_266_Assistant Manager (MXM POS)

Priority Technology Holdings, Inc.; Chandigarh; On-site; INR 1,600,000 - 2,600,000; Full time

Job summary

Priority IDC Private Limited in Chandigarh, India, is seeking an Assistant Manager to supervise the Customer Success & Support team and ensure high‑quality customer experiences across Passport, MXC/MXM, Prisma AMC, Let us, and other Priority platforms.

The role focuses on team supervision, SLA performance, quality assurance, stakeholder coordination, and operational excellence, with a 6‑day workweek (Mon–Fri in office; Sat/Sun work from home) and compensation as per guidelines.

Qualifications

• Bachelor’s degree required; preference for Finance, Business, or Technology domains.
• 4+ years of customer support or fintech operations experience.
• 1–2 years of experience leading teams (Senior Analyst / TL / Acting TL / AM).
• Strong understanding of U.S. fintech, payments, banking workflows (ACH, KYC/CIP, debit cards, funding, disputes, etc.).
• Proficiency with dashboards, Excel/Sheets, reporting tools, and ticketing systems.
• Excellent communication, decision‑making, and people‑management skills.

Responsibilities

• Supervise a team of Analysts and Senior Analysts across multiple shifts.
• Manage daily workflow distribution, queue monitoring, and SLA adherence.
• Ensure KPI achievement (AHT, ASA, FCR, Quality, Productivity).
• Conduct daily huddles, WBRs, and performance trackers; maintain SOP compliance.
• Perform QA audits, coach team members, and coordinate training.
• Drive continuous improvements to reduce errors, escalations, and rework.
• Handle merchant escalations and cross‑functional communication with Product/Engineering/PayOps/Risk.
• Support leadership in building decks and customer‑impact analyses.
• Maintain MIS dashboards and capacity planning reports.

Skills

Customer support

Fintech operations

Team leadership

US fintech knowledge

Dashboards

Excel/Sheets

Reporting tools

Ticketing systems

Communication

Education

Bachelor's degree in Finance/Business/Technology

Tools

Dashboards

Excel/Sheets

Reporting tools

Ticketing systems

Job description

Priority IDC Private Limited | Full time

Chandigarh, India | Posted on 07/10/2026

Priority Technology Holdings, Inc. (NASDAQ: PRTH), headquartered in Alpharetta, Georgia USA, with its India office in Chandigarh, builds state‑of‑the‑art fintech products powering modern commerce.

We provide a unified platform for Banking & Payments across SMB, B2B, and Enterprise segments. Our mission is to help businesses collect, store, and move money seamlessly through new‑age digital payment solutions.

We are an employee‑first organization focused on professional growth, continuous learning, and a positive work environment based on mutual respect and collaboration.

About the Role

The Assistant Manager will support day‑to‑day operational management of the Customer Success & Support team. This role focuses on team supervision, SLA performance, quality assurance, stakeholder coordination, and operational excellence, ensuring high‑quality customer experience for Passport, MXC/MXM, Prisma AMC, Let us, and other Priority platforms. The schedule is 6 days per week: Monday‑Friday work‑from‑office, Saturday or Sunday work‑from‑home, with the 6th day compensated as per company guidelines.

Team & Operational Management

• Supervise a team of Analysts and Senior Analysts across multiple shifts.
• Manage daily workflow distribution, queue monitoring, and SLA adherence.
• Ensure consistent achievement of KPIs such as AHT, ASA, FCR, Quality, and Productivity.
• Conduct daily huddles, WBRs, and performance trackers to maintain operational discipline.
• Perform QA audits, coach team members, and ensure 100% compliance with SOPs.
• Identify skill gaps and coordinate training, refresher modules, and knowledge‑base updates.
• Drive continuous improvements across processes to reduce errors, escalations, and rework.
• Manage merchant escalations, critical incident follow‑ups, and cross‑functional communication.
• Collaborate with Product, Engineering, Compliance, PayOps, and Risk to resolve issues.
• Support leadership in building decks, executive summaries, and customer‑impact analyses.

Reporting & Governance

• Maintain daily/weekly performance MIS, dashboards, and operational insights.
• Monitor capacity planning, schedule adherence, shrinkage, and workforce optimization.
• Prepare reports for leadership reviews, audits, and compliance requirements.

Requirements

• Bachelor’s degree; preference for Finance, Business, or Technology domains.
• 4+ years of customer support or fintech operations experience.
• 1–2 years of experience leading teams (Senior Analyst / TL / Acting TL / AM).
• Strong understanding of U.S. fintech, payments, banking workflows (ACH, KYC/CIP, debit cards, funding, disputes, etc.).
• Proficiency with dashboards, Excel/Sheets, reporting tools, and ticketing systems.
• Excellent communication, decision‑making, and people‑management skills.