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)