Team Lead CX

Fi Money is a new age money management app designed to simplify your financial life. With Fi, you can save, pay, invest, or borrow, all in one place. You can track and analyze your expenses across Fi and all your other bank accounts. You can also apply for a credit card, access instant loans, and grow your wealth and more with our range of investment options.

We’re looking for a customer-obsessed CX Team Lead to manage day-to-day operations, guide a team of L1 agents, and ensure consistently great service delivery. This role demands strong ownership, people management, and a knack for problem-solving in high-pressure environments.

What You’ll Do

1)Team Management:

• Guide L1 agents, resolve roadblocks, and maintain a productive team environment
• Provide regular constructive feedback and coaching to team members
• Resolve interpersonal conflicts and ensure alignment with team and org priorities
• Manage task allocation and shift priorities based on real-time needs

2)Operational Excellence:

• Identify gaps in daily operations and proactively drive interventions
• Handle escalations and senior call-backs when requested by users
• Collaborate with internal stakeholders and POCs to close the loop on user issues
• Maintain strong hygiene across tools and documentation (Sherlock, Freshdesk, Ozonetel, Guru)

3)People & Performance:

• Set clear performance expectations, track team metrics, and drive accountability
• Foster a customer-first mindset across the team
• Step in to problem-solve when no existing SOP exists

Requirements

• Minimum 5 years of experience in CX/support operations
• At least 2 years in a team management or supervisory role
• Strong Hindi and English communication – written and spoken
• Comfortable working with support tools (Freshdesk, Ozonetel, Sherlock, Guru)
• High ownership, a collaborative mindset, and ability to work independently
• Experience handling escalations and senior-level customer conversations (a plus)
• Ability to think on your feet and solve user problems end-to-end