Head- Customer Service

Flat White Capital
Experience : 6 - 8 Years
Location: : Gurgaon
Salary : Rs. 20 Lac - 30 Lac Per Annum
Openings : 1
Gender Preferrence : Any
Industry : Financial Services
Qualification : Post-Graduation, Any Graduation
Certification Required (if any) : Not Mentioned
Notice Period : Not Mentioned

Key Skills

Team Building, Customer Service, Team Leadership, Team Management, Interpersonal Skills

Job Description

About the Company :

Fintech Startup aiming to build India’s Gold App encouraging savings & investments in gold in addition to providing the simplest way to avail gold loans. We are a young stealth startup in the financial services space, started by ex-SVP at Paytm, Nitin Misra, and Deepak Abbot.

We are looking to hire a Head of Customer Service / Experience to build the team and
processes from the ground up. We will be doing both voice and non-voice (chat-based) support. If this sounds like you, read on.

Position- Head-Customer Service


  • Build the customer service org structure - this includes coming up with the interview processes and protocol, filling the headcount and training the new hires
  • Write and iterate on exhaustive air-tight SOPs and policies to streamline the customer support experience
  • Custodian of NPS. Coordinating with all cross-functional stakeholders on action items
  • To manage and innovate the customer complaint management system to reduce customer complaints
  • Manage & develop a quality team to enhance and control call center/service quality standards and measurement for all customer touchpoints
  • Analyze all customer service metrics (e.g. CSAT, FCR) and how the support team’s performance affects those KPI’s
  • Review and improve CS agents’ conversations (calls, emails, chat, etc)
  • To measure and improve CSAT
  • To identify, manage & lead CX improvement projects based on performance on key customer-facing parameters
  • Identifying training needs based on skills gap analyses, developing group and individual learning courses
  • Contract outside partners as needed and run operations


  • You have 6-8 years experience within a Customer Service role, preferably in consumer internet startups, building in-house teams and working with external vendors
  • Customer obsession in everything you do
  • You possess excellent interpersonal as well as written and verbal communication skills.
  • You pay strong attention to detail and deliver work that is of a high standard
  • You are a strong team player who can manage multiple stakeholders
  • Strong data analysis skills and experience working on data-driven customer success projects
  • Ability to adapt, change and grow quickly as we build the organization

You’ll get:

  • Competitive salary and ESOPs
  • The seat on an early-stage startup, & learning the ropes of building a business from the ground up - from 0 to 1

About the Company: Flat White Capital, is a financial technology firm founded by Nitin Misra and Deepak Abbot with the goal of providing mass consumer financial products. Backed by marquee angel investors in India, it recently commenced operations and is based out of Gurgaon, Haryana. Flat White Capital is an equal opportunity employer and provides a safe working environment.

Job Location: Delhi and Gurgaon

Industry Financial Services

No. of Employees 10

Location Gurgaon

Website https://talentscrew.com/jobs/flat-white-capital-jobs/646168

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