Snapmint - Grievance Redressal Officer - NBFC

About Snapmint :

Snapmint is a leading fintech company redefining access to consumer credit in India. With over 10 million customers across 2,200+ cities, our zero-cost EMI platform enables responsible purchases without the need for a credit card across categories like fashion, electronics, and lifestyle.

India has over 300 million credit-eligible consumers, yet fewer than 35 million actively use credit cards. Snapmint addresses this gap by offering a trusted, transparent alternative grounded in financial inclusion and ethical lending practices.

Founded in 2017, Snapmint is a profitable, high-growth company doubling year-on-year. Our founding team -alumni of IIT Bombay and ISB-brings deep experience from Oyo, Ola, Maruti Suzuki, and prior successful ventures in ad-tech, patent analytics, and bank-tech.

We are building the future of responsible consumer finance-simple, transparent, and customer-first.

Role Summary :

We are seeking a dynamic and customer-centric professional to lead our grievance redressal and customer support function. The ideal candidate will oversee customer complaint resolution, ensure compliance with regulatory guidelines (as applicable), improve service quality, and enhance customer satisfaction across all channels.

Key Responsibilities :

Grievance Redressal & Escalation Handling :

• Lead and manage end to end grievance redressal function, ensuring prompt and efficient resolution of customer complaints across all channels. (email, call, social media, in person and regulatory platforms)
• Maintain the grievance redressal mechanism as per RBI guidelines and develop internal SOPs.
• Act as nodal officer for regulatory escalations related to customer complaints
• Ensure resolution of complaints within defined turnaround time (TAT) and track customer satisfaction score (CSAT)
• Liaise with internal departments (e.g., credit, collections, legal, IT) to resolve customer issues.
• Ensure compliance with RBI Fair Practices Code, grievance redressal policies, and other Customer policies
• Supervise the customer support team
• Set performance KPIs for support agents including first contact resolution, CSAT, TAT, etc.
• Design and implement call scripts, FAQs, and training programs.
• Monitor calls and communications for quality assurance.

Reporting & Analysis :

Key Qualifications and Experience :

Skills Required :

Preferred Skills :

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