Customer Support Manager

About LenDenClub

LenDenClub is a leading peer-to-peer lending platform that provides an alternate investment opportunity to investors or lenders looking for high returns with creditworthy borrowers looking for short term personal loans. With 2 million+ investors on board, LenDenClub has become a go-to platform to earn returns in the range of 10%-12%. LenDenClub offers investors a convenient medium to browse thousands of borrower profiles to achieve better returns than traditional asset classes. Moreover, LenDenClub is safeguarded by market volatility and inflation. LenDenClub provides a great way to diversify your investment portfolio.

LenDenClub has recently raised US $10 million in a Series A round from an association of investors. With the new round of funding, LenDenClub is valued at more than US $51 million and now aims to scale up substantially, eyeing a 5X growth in disbursals in the next 18 months. It has already disbursed more than INR 2500 crore worth of loans in this fiscal alone. The fresh capital will be used in aggressive expansion, taking its loan book growth to $1 billion and upscaling the user-base to 10 million from the current 2.5 million by FY 2022-23. With LenDenClub being the only P2P player in India breaking market milestones constantly, it is now comparable with overseas giants like Zopa and LendingClub in the UK and US respectively, both of which have now transitioned to a well established digital bank.

Why work at LenDenClub

LenDenClub is a certified great place to work. The certification comes from the Great Place to Work Institute, Inc, a globally renowned firm dedicated to evaluating companies for their employee satisfaction on the grounds of high trust and high-performance culture at workplaces. As a LenDenite, you will be a part of an enthusiastic and passionate group of individuals who own and love what they do. At LenDenClub we believe in creating leaders and with you coming on-board you get to work with complete freedom to chase your ultimate career goal without any inhibitions.

About the Role

Lendenclub’s customer support team is looking for an experienced Customer Support Manager for our Mumbai office. The candidate will be responsible for managing the support team in ensuring smooth delivery of work across all the channels and making sure that we create the best experience for our customers. You will be reporting to the Head - Customer Support and collaborating with the leadership team members across the business.You will have direct exposure to the management and the opportunity to have significant growth.

Responsibilities & Duties Instructions

• 
  Managing the team members within their daily job routine.


• Create better modes of operations to make customer service easier for both team members and customers.


• Result Orientation with Execution Excellence_Effective Project Management


• Queue management of support tickets and Backlog log monitoring via Freshdesk and another analytics tool


• Anticipating future problems based on existing issues and getting them fixed permanently.


• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures, and standards.



• Analyze, identify & Implement process changes or product automation/enhancements required along with random audits.


• Doing random audits of the implemented processes to ensure 0 errors.


• Conducting weekly meetings with internal teams in order to measure team's performance and accordingly plan further course of action

Requirements & Skills

• Showcase good leadership skills to carry team members along.


• Excellent skills for communicating and relating with both staff members and customers.


• Good interpersonal skills to create a cordial relationship with team members.


• Ability to multitask.


• Have a good temperate to handle disputes and emergencies.


• Must be result-oriented.


• Excellent Team Management skills


• Should be a good motivator


• Clear and concise written and spoken communication skills.


• Microsoft Excel/ Open Office Calc, PowerPoint knowledge to analyze, draft and share reports.

Apart From Above Skills

• 
  Warmth: Simple human kindness.


• Empathy: the ability to sense what a customer needs or wants.


• Teamwork: An inclination toward ‘‘Let’s work together to make this happen’’


• Conscientiousness: Detail orientation, including an ability and willingness to follow through to completion


• Optimism: The ability to bounce back and not internalize challenges.


• Enthusiasm, readiness to learn and grow as a person


• Analytical and problem-solving skills


• Attitude / Other characteristics such as personal characteristics


• Disciplined


• Eye for details


• Analytical mindset


• Work under strict timelines


• Team player


• Anticipating


• Punctual


• Dedicated and smart


• Presentable