IN Deputy Head Customer Care
Core
Transform early-stage operations and support into a scalable, first-rate customer experience by creating processes, enhancing support resources, and developing customer support strategy.
Role type
Senior IC Deputy Head of Customer Care / Operations
Builds
Scalable customer experience operations and support infrastructure
Domain
Fintech / Banking / Customer Operations
Required skills
Operations management, team leadership, process improvement, data analysis, performance management, recruitment, cross-functional collaboration, root-cause analysis
Preferred skills
Startup experience, credit card/consumer finance industry knowledge, fraud and credit analysis basics, recovery basics
Technologies
Customer Operations business process management software
Responsibilities
Develop and coordinate operations teams (1st/2nd line support, technical support, fraud, credit, KYC, collections); Monitor performance efficiency of direct divisions; Prepare and present data for performance reviews; Recruit, train, and mentor high-performing profiles; Collaborate cross-functionally to drive root-cause analysis of customer pain points; Lead and inspire teams to maintain engagement.
Seniority
Senior, hands-on IC