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Responsibilities Recruit, hire, train, and lead the local customer support team. Create customer-facing scripts, communication templates, support playbooks, and Standard Operating Procedures (SOPs) in compliance with local regulations. Oversee the team's handling of all inbound inquiries regarding loan status, repayments, technical issues, and payment processing failures. Manage non-standard payment inquiries, including repayment difficulties, extension requests, and disputes, working closely with the Collections team. Set and monitor clear team KPIs, implement a QA framework to monitor interactions and ensure service quality. Analyze customer feedback, complaints, and contact drivers to identify systemic issues and risks. Provide structured feedback to the Product, Risk, and Collections teams to drive business improvements. Act as the primary owner for all escalated customer complaints. Qualifications: 4+ years of experience in customer service management, ideally in the financial services or microfinance industry. Experience leading a team, preferably in a fast-paced environment. Excellent leadership, communication, and interpersonal skills. Strong problem-solving and conflict resolution abilities. Proficiency with customer service management software and CRM systems. Ability to analyze data and derive actionable insights from customer feedback and service metrics. Bachelor’s degree in Business, Finance, Communications, or a related field. (Relevant work experience may substitute for formal education).
