Job Description

• Lead a team of Analysts and Senior Analysts across shifts.

• Set targets, monitor KPIs, and ensure SLA adherence.

• Drive process improvements and training initiatives.

• Handle merchant escalations and critical incident responses.

• Interface with product and compliance teams for issue resolution.

• Conduct regular 1-on-1s, appraisals, and coaching.




Requirements

• Bachelor's degree; preference for Finance, Business, or Tech domains.

• 6+ years of customer support experience, with 2+ years in leadership.

• Expertise in U.S. fintech or banking domain preferred.

• Proficiency in reporting tools and workforce management.

• Strong decision-making, communication, and leadership skills.



This position requires a 6-day work schedule. Monday to Friday will be Work-From-Office (WFO), while Saturday or Sunday will be Work-From-Home (WFH). The 6th-day working will be compensated as per company guidelines.




Benefits

• 5 Days Working


• One Complimentary Meal per Day


• Internet Reimbursement


• Gym Reimbursement


• Group Medical Insurance


• Mental Health support benefits


• Relocation Assistance (if Applicable)