Assistant Operations Manager-Customer Support

Who we are :

Money. A subject that's always on our mind. We go through a rollercoaster of emotions when it comes to money. That's why at Jupiter, our mission is to enable people to improve their relationship with money. We are a financial services platform that leverages technology to offer our customers seamless and userfriendly products related to banking, loans, and investments. So whether it's a savings account, credit cards, investment and payments, it's all on Jupiter. We also help users cut through the banking jargons, offer smart insights based on spending and provide users with a range of new age features to enable and make sense of their finances.

Our journey so far :

Jupiter was founded in 2019 by Jitendra Gupta. Best known as Citrus Pay's founder, Jiten found himself wondering why personal finance experiences were not customer-centric when everything else like food ordering and entertainment were. That's how our journey began in 2019, with a simple, powerful idea : to create a modern, customer-centric experience that empowers individuals when it comes to their money.

From our humble beginnings, we've strived relentlessly to make managing money easier. In 2021 when we launched we had a waitlist with over 100,000 people eager to experience the world of Jupiter - and within 10 months we crossed 1 million users. Today, we have 2.7 million + happy users on Jupiter.

Our Insights feature today tells how much and where you've been spending automatically, even on your other savings accounts! Our Edge CSB Bank RuPay credit card is getting a lot of love for it's head-turning transparent design, not to mention it being a rewarding experience. Our No-Penalty SIP and Daily SIP at Rs 10 / - has helped scale our investments business and we have over 100,000 users investing on our platform to fulfill their money aspirations.

We've embraced cutting-edge technology, harnessed the power of data analytics, and assembled a diverse team of creative thinkers and industry experts who share our vision for a more accessible, transparent, and inclusive financial ecosystem. We're now looking for like-minded folks to join the crew.

Who we're looking for :

We are seeking a proactive and detail-oriented Assistant Manager of Operations to support our customer support team in India. Reporting directly to the Operations Manager, you will play a crucial role in the day-to-day management of our customer support operations, ensuring efficiency, quality, and a world-class customer experience. This role is ideal for a hands-on leader who is passionate about process improvement and thrives in a fast-paced environment.

Roles and Responsibilities :

Team Supervision and Coaching :

Directly supervise 1-2 Team leader / s who supervise a team of customer support executives, including new joiners, and provide daily guidance and support.

Conduct regular one-on-one sessions, performance coaching to improve individual and team performance.

Operational Management and Quality Assurance :

Oversee the daily workflow of the customer support team, ensuring that all tickets and inquiries are handled promptly and accurately within established service level agreements (SLAs).

Monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), first call resolution rate, and response times, escalating any issues to the Operations Manager.

Conduct regular quality checks on customer interactions (via chat, email, and phone) to ensure adherence to quality standards and compliance protocols.

Process Improvement and Problem-Solving :

Identify inefficiencies and bottlenecks in customer support processes and propose solutions to the Operations Manager.

Assist in the implementation of new tools, workflows, and procedures to enhance team productivity and the overall customer experience.

Take ownership of escalated customer issues and work directly with customers to provide a satisfactory resolution, while keeping the Operations Manager informed.

Reporting and Data Analysis :

Prepare daily, weekly, and monthly reports on team performance, customer trends, and operational metrics for the Operations Manager.

Analyze data to identify recurring customer issues and provide actionable insights to cross-functional teams (e.g., product, engineering).

Maintain accurate records of team performance, attendance, and quality scores.

Compliance and Coordination :

Ensure the team consistently follows all regulatory compliance guidelines,

Act as a liaison between the customer support team and other departments to ensure seamless communication and issue resolution.

Support the Operations Manager in managing special projects and strategic initiatives.

What is needed for this role :

Education : Bachelor's degree in Business, Finance, or a related field.

Experience : 3-5 years of experience in customer support or operations, with at least 1-2 years in a team lead or supervisory role, preferably within the fintech or financial services industry.

Industry Knowledge :

Understanding of the fintech landscape and basic knowledge of financial regulations in India.

Technical Proficiency :

Hands-on experience with CRM and ticketing systems (e.g., Freshdesk,Zendesk, Salesforce Service Cloud).

Proficiency in Microsoft Office Suite or Google Workspace.

Core Competencies :

Leadership : Proven ability to coach, mentor, and motivate a team to meet performance targets.

Problem-Solving : Strong analytical and troubleshooting skills with an eye for detail.

Communication : Excellent verbal and written communication skills in English, with proficiency in other Indian languages being a plus.

Customer-Centricity : A genuine passion for delivering an outstanding customer experience.

Adaptability : Ability to thrive in a dynamic and fast-paced work environment.

Brownie Points for :

Experience mentoring juniors or managing agency / vendor partners.

Exposure to credit or payment products and their risk / compliance nuances.

Familiarity with predictive models (churn or upsell propensity) and large-scale marketing automation.

Want to know more about us Hop onto the links below :

About us

Our values

Our Journey

Skills Required

Salesforce, Service Cloud, zendesk, ticketing systems , Microsoft Office Suite