Assistant Manager - CS Operations

About CheQ

Founded by ex -Flipkart leader Aditya Soni and backed by 3one4 Capital, Venture Highway, Ram Shriram, Lloyd Mathias and more, CheQ isn't just another fintech, it’s a full -stack credit experience.

Here is what makes us different:

• Credit, simplified Track, pay, and optimise every credit card, loan, and bill in one smooth dashboard.
  

• AI that actually helps Meet Wisor, India's first AI -powered credit advisor, built to give real financial intelligence, not just data.
  

• More than payments, rewards, instant loans, and an embedded wallet all stitched into one seamless journey.
  

We’re here to make managing money feel less like a chore and more like a win.

What you’ll be doing

We are much more than our job descriptions, but here is where you will begin:

You will be responsible to help customers make most of the product. The customer support team is at the heart of every successful product story and you will lead the team to define and deliver a holistic customer service experience.

• Lead, manage, and motivate a large frontline customer support team (prior experience handling 20+ advisors required) across Chat, Email, and Calls.
  

• Own day -to -day operational execution, including queue management, productivity, adherence, and case ownership across shifts.
  

• Drive performance against key CX metrics such as FRT, TAT, CSAT, FCR, repeat contact rate, and advisor productivity.
  

• Conduct regular 1:1s, coaching sessions, performance feedback, and corrective actions to improve quality and consistency.
  

• Manage operations in a rotational shift model, ensuring smooth handovers and continuity.
  

• Oversee support across Chat and Email as core channels and Calls (mix of customer support and sales).
  

• Own end -to -end UPI support, including pending/failed transactions, bank dependencies, and UPI Dispute Resolution (UDIR) tracking and closure.
  

• Ensure strict adherence to SOPs, regulatory requirements, data security standards, and internal policies.
  

• Monitor quality audits, identify gaps, and drive corrective and preventive actions.
  

• Analyze customer contacts and operational data to identify recurring issues, root causes, and improvement opportunities.
  

• Collaborate with Product, Tech, and Ops stakeholders to drive process improvements and support new feature or product launches.
  

• Maintain and improve knowledge base content, SOPs, and agent enablement material within CRM tools (Freshdesk/Freshchat preferred).
  

What you’ll need

• 3–5 years of experience in Customer Support Operations with 1–2 years in a Team Leader / Assistant Manager role, managing 20+ agents.
  

• Strong exposure to Credit Card servicing and/or UPI support, preferably in fintech, payments, or banking.
  

• Hands -on experience managing Chat, Email, and Call -based support operations (including support + sales calls).
  

• Solid understanding of CX metrics and SLAs (FRT, TAT, CSAT, FCR, productivity) with the ability to drive performance through coaching.
  

• Excellent communication, problem -solving, and escalation -handling skills in live customer scenarios.
  

• Comfortable working in rotational shifts and using CRM tools; Freshdesk / Freshchat experience is a plus.
  

Why should you join CheQ

Shape your work with freedom, deliver with ownership, backed by trust.

Bold, fast & human
We push boundaries together, and deliver with agility, rigor, and heart. Always looking out for one another.

Growth by osmosis
Learn directly from a stellar leadership team with rich, diverse backgrounds.

What you will not get

• Monotony Work is dynamic, expect variety every day.
  

• Slow climbs Growth here is about leaps, not ladders.
  

• Layers of red tape We believe in speed, not bureaucracy.