Assistant Manager – Customer Support Operations

PeepalCo is a canopy for brands serving India with tailored wealth-tech products, Making Money Equal for All. Founded by Ashish Singhal, Govind Soni, and Vimal Sagar Tiwari, PeepalCo’s products include CoinSwitch and Lemonn. The Group is backed by blue-chip investors including Andreessen Horowitz (a16z), Tiger Global, Peak XV Partners (formerly Sequoia Capital India), Ribbit Capital, Paradigm, and Coinbase Ventures.

PeepalCo is the brand name for our Group entity and will house all our wealth-tech brands. The largest of our brands, CoinSwitch, Lemonn will be housed under PeepalCo.

For more information, visit: https://peepal.co | For media queries, contact: [email protected]

About the Role:

We are looking for a dynamic and performance-driven Team Leader / Assistant Manager – Customer Support Operations to join Lemonn. The role involves managing customer support operations, driving team performance, ensuring superior customer experience, and contributing towards operational excellence in a fast-paced fintech environment. The ideal candidate should possess strong leadership capabilities, analytical thinking, and excellent communication skills, along with the ability to manage people, performance, and operational metrics effectively.

What You Will Do:

• Manage and lead a team of customer support executives to achieve operational and service excellence goals.

• Monitor daily team performance, productivity, adherence, and quality metrics.

• Analyze operational data, prepare reports, identify trends, and share actionable insights with stakeholders.

• Conduct regular performance reviews, coaching sessions, and feedback discussions with team members.

• Drive team engagement, motivation, and performance improvement initiatives.

• Ensure prompt and effective resolution of customer concerns while maintaining high customer satisfaction standards.

• Coordinate with internal stakeholders for process improvements and issue resolution.

• Prepare and present daily, weekly, and monthly MIS and performance reports.

• Ensure compliance with company policies, processes, and regulatory requirements.

• Support hiring, onboarding, and training initiatives for new team members.
  

What You Should Have:

• Minimum 2 years of team handling experience in customer support / operations.

• Strong understanding of data reading, report preparation, and performance analysis.

• Excellent verbal and written communication skills in Hindi and English.

• Strong people management and performance management skills.

• Ability to work in a target-driven and fast-paced environment.

• Good problem-solving, decision-making, and stakeholder management skills.

• Proficiency in Excel, Google Sheets, and operational reporting.

Preferred Qualifications

• Sales background with BFSI / Stock Market industry experience will be an added advantage.

• Prior experience in fintech, broking, trading, or investment platforms preferred.

• NISM Series VII Certification will be a plus.

Why Join Us?

• Opportunity to work in a fast-growing fintech startup environment.

• High ownership and career growth opportunities.

• Collaborative and performance-driven culture.

• Exposure to stock market and investment ecosystem operations.

Life at PeepalCo

We take great pride in what we do and are committed to our mission. And we have a lot of fun while at it!

Here’s how we do things at PeepalCo:

• Customer-first: That’s the North Star. Everything we do is to make our users’ investment experience better and simplified.

• Ownership: We don’t sport lab coats, but we experiment—a lot. And we take ownership. We even have a catchphrase for this: Think big, fail fast, and build better.

• Data-driven: The source of truth. Simple as that.

• Fun: PS5, anyone? Or do you prefer Foosball? Or perhaps Carrom? And yes, our HR team has a whole list of activities: Disco nights, offsites, gift boxes, and more!

Speaking of lists, the perks and benefits are so extensive, this space isn’t enough. Here are a few:

• Parenthood: Up to 8 months of Maternity leave and 1 month of Paternity leave

• Gender Reassignment Surgery: Be the best version of you! We’ll support you and reimburse your medical bill.

Disclaimer: We are an equal opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce work that better represents—and resonates with—the world around us.