Lead - Customer Operations & Support (L2)

About the role

We are looking for an empathetic yet operationally sharp Lead - Customer Operations & Support (L2) to own the complete post-L1 support and grievance redressal function for both consumers and merchants on our RBI-licensed Payment Aggregator (PA) and Prepaid Payment Instruments (PPI) platform. You will manage a multi-channel team covering escalation handling, ombudsman response, the nodal officer cell, and complaint analytics-ensuring our grievance framework is fully RBI-compliant and consistently excellent. This is a pivotal role connecting customer experience, regulatory obligations, and operational rigour.

What you'll do

Contact Centre & Multi-Channel Support

• Oversee the contact centre operation across all channels-FAQ/AI-based self-service, email support, phone, and portal-ensuring consistent service quality and efficient first-contact resolution.
• Define routing logic, staffing models, and channel-specific SLAs; drive adoption of AI/bot-based resolution to reduce agent-handled volume.
• Monitor contact centre KPIs (AHT, FCR, CSAT, abandonment rate) and drive continuous performance improvement.

L2 Escalation Desk

• Own all L2 escalations from end-consumers and merchants-covering failed transactions, delayed refunds, account issues, PPI wallet queries, account blocking/unblocking, and disputed charges.
• Define escalation criteria, routing logic, and resolution SOPs to ensure no ticket stays unresolved beyond RBI-mandated turnaround times.
• Liaise with Payment Operations, Merchant Operations, PPI Customer Operations, and Technology teams to resolve complex cross-functional issues efficiently.
• Maintain and improve L2 support queues ensuring fair load distribution and SLA adherence.

Ombudsman Response Team & Nodal Officer Cell

• Manage the RBI Ombudsman response function-ensuring all ombudsman complaints are acknowledged, investigated, and responded to within prescribed timelines with evidence-backed replies.
• Oversee the Nodal Officer cell-maintaining the designated Nodal Officer's case register, tracking resolution timelines, and ensuring compliance with RBI's nodal officer framework for payment system operators.
• Ensure the grievance redressal mechanism is fully compliant with RBI guidelines-including Nodal Officer designation, defined TATs, acknowledgement protocols, and escalation to the RBI Ombudsman for unresolved complaints.
• Maintain and publish grievance data as required by RBI (monthly/quarterly reports, website disclosures).

Complaint Analytics

• Build and maintain a complaint analytics framework-tracking complaint volumes, categories, root causes, resolution rates, re-open rates, and repeat complainants across all channels.
• Produce regular complaint trend reports for senior management; identify systemic issues and collaborate with product, tech, and operations teams to drive preventive fixes.
• Use complaint data to benchmark the organisation's grievance performance against RBI expectations and industry peers; flag risks proactively.

Quality Assurance & Knowledge Management

• Implement a quality assurance framework for L2 support-including ticket audits, call reviews, and agent scorecards.
• Track CSAT, NPS, first-contact resolution (FCR), average handling time (AHT), and reopen rates; use insights to drive improvements.
• Build and maintain a comprehensive knowledge base and escalation playbook for all support tiers.

Team Leadership & Reporting

• Lead, coach, and develop the support team-setting performance benchmarks, conducting regular reviews, and driving skill development.
• Produce weekly and monthly support performance reports covering volume trends, resolution rates, escalation patterns, CSAT scores, and ombudsman case status.
• Foster a customer-first, compliance-aware culture across all support tiers.

What we're looking for

• Bachelor's degree in any discipline; MBA or equivalent is a plus.
• 6-8 years of experience in customer support or operations, with at least 3 years managing a multi-channel L2 or escalations team in a fintech, payments, or banking environment.
• Working knowledge of RBI's grievance redressal framework for payment system operators, including Nodal Officer obligations and RBI Ombudsman processes.
• Experience managing or contributing to an ombudsman response function or nodal officer cell.
• Experience with helpdesk platforms such as Freshdesk, Zendesk, or Salesforce Service Cloud.
• Strong analytical skills to build complaint analytics dashboards and translate data into actionable improvements.
• Excellent written communication skills; ability to draft regulatory-quality grievance responses for ombudsman cases.

Nice to have

• Prior experience handling RBI Ombudsman or CPGRAMS complaints in a PA, PPI, or bank context.
• Familiarity with AI/chatbot platforms used for contact centre automation.
• Familiarity with PPI wallet operations, including KYC upgrade flows, wallet load/withdrawal queries, and expiry issues.
• COPC or Six Sigma certification in customer operations quality.