About SalarySe
SalarySe is building a category-defining consumer fintech platform focused on making financial services simpler, faster and more relevant for salaried individuals.
We are looking for a Head – Customer Service who can build and lead a scalable, high-quality customer service function as we grow.
What You’ll Do
- Own the end-to-end Customer Service function at SalarySe, including strategy, operations, team, processes and service quality.
- Build and scale customer support across voice, chat, email, WhatsApp and other relevant channels.
- Own the complete customer journey across onboarding, credit/UPI usage, repayments, account-related queries and complaints.
- Establish clear SOPs, escalation mechanisms, quality standards and service-level benchmarks.
- Track and improve key metrics such as CSAT, FRT, TAT, FCR, resolution rate, complaint volumes and escalation rates.
- Lead the resolution of high-priority and complex customer escalations.
- Work closely with Product, Technology, Operations, Risk, Finance and Business teams to identify root causes and improve customer experience.
- Build strong feedback loops so customer insights directly influence product and process improvements.
- Drive automation, self-service and process improvements to improve customer experience while keeping operations efficient.
- Build dashboards and regular MIS to provide leadership with clear visibility into customer service performance.
- Manage and develop the customer service team, including hiring, training, performance management and capability building.
- Manage external customer service/BPO partners, wherever applicable.
- Ensure customer complaints and grievances are handled within defined timelines and applicable regulatory requirements.
What We’re Looking For
- 8–12 years of experience in Customer Service, Customer Experience, Customer Operations or Contact Centre management.
- Strong preference for candidates from Fintech, Digital Lending, BFSI, Payments or other high-volume consumer businesses.
- Proven experience in building and scaling customer service teams and processes.
- Strong understanding of customer service metrics, quality management and operational excellence.
- Excellent problem-solving, stakeholder management and communication skills.
- Strong data-driven approach with the ability to identify trends and convert customer insights into action.
- Comfortable working in a fast-paced startup environment with high ownership and ambiguity.
- Strong customer-first mindset with the ability to balance customer experience, business objectives and operational efficiency.
Why SalarySe?
This is a high-ownership leadership role where you will have the opportunity to build the customer service function from the ground up, shape the customer experience and play a key role in scaling SalarySe into a trusted consumer fintech platform.
