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Customer Experience Lead

Stable Money Private Limited

Job Overview

Location

Bengaluru

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end post-acquisition customer journey for India’s fastest-growing fixed-income platform, ensuring every one of our 3 million+ investors feels heard, valued, and empowered to grow their wealth confidently.
• Lead and scale a high-impact customer support & operations team (currently 15+ across voice, chat, email, and back-office) for a specific line of business—think FD onboarding, bond KYC, credit-card issuance, or mutual-fund switch—while raising the bar on quality, empathy, and speed.
• Architect and continuously refine scalable CX playbooks, SLAs, and quality frameworks that can handle 10× growth without breaking; translate “what works today” into repeatable SOPs, macros, and automation rules that free agents to focus on complex, high-touch moments.
• Build a coaching culture that turns frontline reps into product evangelists and career owners: weekly 1:1s, monthly skill academies, quarterly OKRs, and a transparent progression ladder that has already produced two internal promotions to Team Lead level.
• Be the voice of the customer in every leadership forum—daily stand-ups with product, weekly reviews with engineering, monthly business reviews with the founders—translating NPS verbatims, CSAT outliers, and escalation themes into clear, prioritized product or policy fixes.
• Instrument and obsess over the numbers: CSAT ≥ 85 %, first-response time < 30 seconds for chat, resolution time < 2 hrs for critical issues, NPS +60, and cost-per-ticket trending down 5 % MoM through smarter routing and self-serve deflection.
• Own the escalation hotline for VIP and regulatory-sensitive cases; personally step in when a ₹50 lakh FD renewal or a bond default query hits Twitter, turning detractors into promoters within a single interaction.
• Leverage cutting-edge tooling—Freshdesk, Zendesk, Intercom, Amplitude, Metabase, and our in-house AI bot “StablePal”—to triage, tag, and auto-resolve 40 % of repetitive queries while surfacing the remaining 60 % with full context to the right expert.
• Partner with Risk & Compliance to ensure every KYC retry, FATCA declaration, and credit-card dispute meets RBI, SEBI, and internal audit standards without adding friction for the customer.
• Run quarterly “voice of customer” deep-dives: 500-call sampling, sentiment analysis, and journey heat-maps that feed directly into the next sprint’s roadmap and have already influenced features like instant FD renewal and one-click bond nominee addition.
• Champion a culture of experimentation—A/B test greeting tones, IVR flows, and email cadences; pilot video KYC for senior citizens; roll out WhatsApp vernacular support—then scale what moves the needle.
• Represent Stable Money at external CX forums and fintech meet-ups, sharing how a 2-year-old startup cracked the code on trust in fixed-income investing through relentless customer obsession.

🎯 Requirements

• 4–6 years in customer support, CX, or service operations within high-growth fintech, consumer tech, or financial-services environments
• Demonstrated people-management track record: you have hired, coached, and retained teams of 8–20 agents across multiple channels (voice, chat, email)
• Data-driven mindset with hands-on experience in CRM/support platforms (Zendesk, Freshdesk, Salesforce Service Cloud) and analytics tools (SQL, Metabase, Looker, or similar)
• Proven ability to design and scale processes, automation, and quality frameworks that improve CSAT/NPS while reducing cost per contact
• Exceptional stakeholder management and communication skills—comfortable presenting metrics to founders, negotiating with product, and calming an irate HNI on a Saturday evening

🏖️ Benefits

• Competitive salary plus performance bonus tied to CSAT, NPS, and team growth milestones
• ESOPs in a Sequoia, Lightspeed, and Matrix-backed startup on a steep growth trajectory
• Comprehensive health insurance for you and your dependents, including mental-wellness coverage
• Flexible leave policy, quarterly recharge long weekends, and an annual “work-from-anywhere” week to keep the wanderlust alive

Skills & Technologies

Senior

Onsite

Remote

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Stable Money Private Limited

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About Stable Money Private Limited

Stable Money, operated by Stable-Alpha Technologies Pvt. Ltd., offers an online platform simplifying fixed deposit (FD) booking in India. It partners with various banks and NBFCs, providing users with a way to compare and choose FDs with potentially higher returns. Stable Money aims to streamline the FD process, which has been historically offline and offered lower returns. They serve over 3 million users across 2,600+ cities in India. Deposits are insured by DICGC, a subsidiary of the RBI.

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