Assistant Manager - Customer Experience

About the team:

Be Part of Something Extraordinary.

Our Customer Experience team is a dynamic group of professionals who thrive on empathy, precision, and care. We’re not just any team - we’re the heart of our company, ensuring that every customer feels valued and appreciated. Our mantra? “We make the customer feel like they’re the king.” It’s simple, but it’s what sets us apart. If you want to be part of a team where your dedication creates lasting impressions, this is where you belong.

About the role:

Are you passionate about creating exceptional customer experiences? Do you thrive on solving problems and guiding others? If so, we want you on our team!

As a Assistant Manager - Customer Experience, you’ll be at the forefront of ensuring our customers enjoy a smooth and positive journey with our products and services. Your day-to-day will involve connecting with customers, resolving their queries, offering tailored solutions, and helping them unlock the full potential of our offerings.

Needless to say, there's never a dull time ’ll be promised all the perks of joining a fast-paced, hyper-growth startup that aims to disrupt the payments space.

What You will do:

- Lead a team of Customer Support Team Leaders/Associates to deliver exceptional customer experience.
- Drive daily operations and ensure SLAs, productivity, quality, and customer satisfaction targets are consistently met.
- Coach, mentor, and develop team members through regular feedback and performance reviews.
- Handle customer escalations and work closely with internal stakeholders to ensure timely resolution.
- Identify process gaps and drive continuous improvement initiatives.
- Analyze operational metrics and create action plans to improve efficiency and customer experience.
- Partner with Product, Operations, Risk, and Compliance teams to resolve customer-impacting issues.
- Support hiring, onboarding, and training of new team members.
- Ensure adherence to regulatory and internal compliance requirements in a fintech environment.

What we're looking for:

- 4–8 years of overall experience in Customer Support/Customer Experience.
- Minimum 1–2 years of experience as a Team Leader or people manager.
- Experience in fintech, banking, NBFC, or financial services is mandatory.
- Preference for candidates from fast-paced startups or high-growth organizations.
- Strong understanding of financial products and customer support processes.
- Excellent stakeholder management and communication skills.
- Strong analytical and problem-solving ability.
- Comfortable working in rotational shifts and flexible working hours.
- Hands-on experience with CRM and support tools (Freshdesk, Ameyo, AI tool.) is an advantage.

Life at slice:

Life so good, you’d think we’re kidding:

- Competitive salaries. Period.
- An extensive medical insurance that looks out for our employees & their dependants. We’ll love you and take care of you, our promise.
- Flexible working hours. Just don’t call us at 3AM, we like our sleep schedule.
- Tailored vacation & leave policies so that you enjoy every important moment in your life.
- A reward system that celebrates hard work and milestones throughout the year. Expect a gift coming your way anytime you kill it here.
- Learning and upskilling opportunities. Seriously, not kidding.
- Good food, games, and a cool office to make you feel like home. An environment so good, you’ll forget the term “colleagues can’t be your friends”.
- We believe in equality. Period.

At slice, we are committed to building a diverse and talented workforce. We never discriminate on the basis of race, sex, religion, colour, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or…