ZR_266_Assistant Manager (MXM POS)
Core
Support day-to-day operational management of the Customer Success & Support team, ensuring high-quality customer experience for fintech platforms.
Role type
Assistant Manager, Customer Success & Support Operations
Builds
Unified platform for Banking & Payments across SMB, B2B, and Enterprise segments
Domain
Fintech, Payments, Banking
Deliverable
dashboards & analysis
Required skills
Team supervision, SLA performance management, Quality assurance, Stakeholder coordination, KPI tracking (AHT, ASA, FCR), Process improvement, Escalation handling, Reporting & Governance
Preferred skills
Finance, Business, or Technology domain background
Technologies
Dashboards, Excel/Sheets, reporting tools, ticketing systems
Responsibilities
Supervise a team of Analysts and Senior Analysts across multiple shifts, Manage daily workflow distribution and queue monitoring, Perform QA audits and coach team members, Manage merchant escalations and critical incident follow-ups, Maintain daily/weekly performance MIS and dashboards, Prepare reports for leadership reviews and audits
Seniority
Mid-level, hands-on IC with team leadership