Assistant Manager - Customer Support

About Us

Yubi stands for ubiquitous. But Yubi will also stand for transparency, collaboration, and the power of possibility.

From being a disruptor in Indias debt market to marching towards global corporate markets from one product to one holistic product suite with seven products

Yubi is the place to unleash potential. Freedom, not fear. Avenues, not roadblocks. Opportunity, not obstacles.

Are you ready to kick-start your career with an exciting and purposeful impact 

Yubi, formerly known as CredAvenue, is redefining the global debt market, and we want you to be a part of our epic growth story. Here's a glimpse of what we're all about:

At Yubi , we're all about freeing the flow of finance between borrowers, lenders, and investors. We're not just a fintech company; we're the world's possibility platform for discovering, investing, fulfilling, and collecting debt solutions. With a recent Series B fundraising round of $137 million, we've become India's fastest fintech unicorn. We're transforming the global institutional debt market through technology and making a real impact. Our two-sided debt marketplace connects institutional and HNI investors with corporate borrowers, making finance more accessible and efficient.

Our Unique Platforms:
 Yubi Loans: Term loans and working capital solutions for enterprises.
 Yubi Invest: Bond issuance and investments for institutional and retail participants.
 Yubi Pool: End-to-end securitizations and portfolio buyouts.
 Yubi Flow: A supply chain platform offering trade financing solutions.
 Yubi Co.Lend: Co-lending partnerships for banks and NBFCs.

We've already onboarded over 12,000 enterprises and 5,000 investors, facilitating debt volumes of over INR 150,000 crore. Plus, 70% of India's top public and private sector banks and over 100 of India's largest NBFCs are partnering with us. We have Digitized Debt Collection With 100 Million+ accounts processed till Date.

Backed by marquee investors like Insight Partners, B Capital Group, Dragoneer, Sequoia Capital, LightSpeed, and Lightrock, we're revolutionising the debt market.

Life at Yubi:

Our people are at the core of our business, and we consider them our most valuable assets. We're a dynamic team of over 1,100 like-minded individuals, all motivated and driven to create meaningful change. We work hard, but we also know how to have fun. Join us, and you'll be part of a team that's changing the way people perceive debt.

Job Overview:

The Assistant Manager, Customer Support is responsible for overseeing and managing the customer support operations of the company. This role involves leading a team of support agents, implementing strategies to enhance customer satisfaction, resolving escalated customer issues, and ensuring the delivery of exceptional customer service. The Assistant Manager, Customer Support will collaborate with cross-functional teams to improve processes, develop training programs, and contribute to the overall improvement of the customer experience.

Key Responsibilities:
 Team Leadership:
 Lead, mentor, and motivate a team of customer support agents.
 Provide coaching, training, and performance feedback to team members.
 Foster a positive and collaborative team culture.
 Customer Issue Resolution:
 Handle escalated customer issues and provide timely and effective solutions.
 Collaborate with other departments to resolve complex customer problems.
 Monitor and analyse customer complaints and feedback to identify trends and develop proactive solutions.
 Process Improvement:
 Develop and implement customer support policies, procedures, and standards.
 Identify areas of improvement in customer support processes and recommend changes to enhance efficiency and effectiveness.
 Work closely with the operations team to optimize workflows and ensure seamless customer interactions.
 Quality Assurance:
 Monitor and evaluate customer support interactions to ensure quality service delivery.
 Conduct regular audits of customer interactions and provide feedback to support agents.
 Implement quality assurance programs to maintain high service standards.
 Customer Experience Enhancement:
 Collaborate with product and marketing teams to share customer feedback and insights via NPS calling.
 Use customer data and feedback to propose improvements to products and services.
 Champion the customer's perspective within the organization to drive customer-centric decision-making.
 Performance Metrics:
 Define key performance indicators (KPIs) for the customer support team.
 Monitor and analyse KPIs to track team performance and identify areas for improvement.
 Prepare regular reports and presentations on customer support metrics and achievements.
 Training and Development:
 Develop training programs for new and existing support agents.
 Conduct training sessions to enhance the skills and knowledge of the support team.

Requirements
 Excellent leadership and team management skills.
 Strong problem-solving abilities and the capacity to handle challenging customer situations.
 Exceptional communication skills, both written and verbal.
 Ability to analyse data, draw insights, and make data-driven decisions.
 Proficient in customer support software and tools.
 Customer-focused mindset with a passion for delivering outstanding service.,