Head of Customer Experience & Support

About Aspora

People on the move deserve a bank that moves with them. Since 2022, Aspora has been building a borderless financial operating system that makes money as mobile and transparent as its users.

Backed by influential venture capitalists like Sequoia Capital, Greylock Partners, Hummingbird Ventures, Y Combinator & Global Founders Capital. We're a team of 75+ across India, the UK, the UAE, EU and the US, working with extreme ownership, radical candour, and an obsession with customer impact.

We celebrate builders who question assumptions, ship fast, and turn regulatory complexity into elegant solutions. If you’re driven to redefine what global banking can be, we’d love to build the future with you.

About the Role

Aspora is building a global financial platform used at moments that matter — onboarding, identity verification, money movement, failed transactions, and time-sensitive escalations across geographies and regulatory regimes. At the center of customer trust sits Customer Experience.

As Head of CX & Support, you will own the end-to-end customer experience engine at Aspora — from frontline support to quality, training, tooling, and customer advocacy. This is not a “support delivery” role. It is a systems-building, judgement-heavy leadership role responsible for ensuring Aspora can scale customers, products, and volumes without scaling friction, confusion, or customer anxiety.

You will lead a ~30-member CX organisation today and scale it into a multi-tier, multi-channel, 24×7 global operation, capable of performing reliably during high-stress events: outages, compliance holds, failed transfers, and regulatory incidents.

You’ll work closely with Product, Engineering, Risk, Compliance, and Operations to ensure customer experience is designed into Aspora’s systems — not patched after things break.

This role reports to senior leadership and works closely with Product, Engineering, Compliance, Risk, and Ops.

Location: Bangalore

Type: In-office | 5 days a week

What You’ll Own :

• CX Strategy & Org Design

  • Own and execute Aspora’s long-term CX strategy across products, customer segments, and geographies

  • Design a scalable support org model across channels (chat, email, voice), products, and time zones with true 24×7 resilience

  • Lead the evolution from reactive ticket handling → proactive, insight-driven customer experience

• Workflows, SOPs & Training Systems

  • Build and maintain best-in-class SOPs for core customer journeys, escalations, and regulatory edge cases

  • Design scalable training systems: new-hire onboarding, product & policy updates, scenario-based simulations

  • Own a living knowledge system that stays current with product, risk, and regulatory changes

• Quality, Metrics & Operational Rigor

  • Define and own CX success metrics across scale (quality, resolution, customer effort, trust signals)

  • Build and refine QA frameworks across channels and issue types

  • Translate CX data into clear insights that influence product, policy, and operational decisions at leadership level

• Customer Advocacy & Cross-Functional Leadership

  • Act as the voice of the customer internally — surfacing recurring pain points with clarity, urgency, and data

  • Run structured rituals: VOC reviews, RCA sessions, post-incident retrospectives

  • Partner deeply with Product, Engineering, Risk, and Compliance to fix systemic issues and improve product flows, controls, and trust

• Team Building & Culture

  • Hire, coach, and develop high-performing CX leaders and ICs

  • Build a culture grounded in:

    • radical empathy for customers

    • operational precision under pressure

    • high ownership and accountability

  • Create clear career paths, performance frameworks, and leadership bench strength

  • Ensure CX remains calm, decisive, and resilient during launches, outages, and regulatory events

What We’re Looking For

• At least 10+ years in Customer Support, CX, or Operations roles, with 4+ years leading large teams (25+ people)

• Proven experience scaling CX in fintech, payments, remittance, or regulated financial products

• Deep understanding of customer behaviour across onboarding, KYC, transfers, failed transactions, and escalations

• Strong data fluency — comfortable with dashboards, trend analysis, and tying CX metrics to business outcomes

• Calm, structured communicator with high emotional intelligence

• Battle-tested operator — experienced handling incidents, outages, audits, or high-pressure customer situations

• Hands-on experience with CX tooling (Zendesk, Intercom, telephony/dialers, QA platforms, knowledge bases)

• Experience in multi-product fintech environments is a strong plus

• High-ownership mindset with a genuine, mission-driven approach to customer trust

Why Join Aspora

• Build and own a critical trust function at the heart of a global financial platform

• Shape how customers experience Aspora at moments that truly matter

• Work cross-functionally with senior leaders to influence product, policy, and system design

• Competitive compensation and early-stage ESOPs

• Mission-driven, fast-moving, and deeply collaborative team

Interview Process : Our interview process is designed to stay practical, judgement-led, and close to the real work of building and scaling CX at Aspora:

1. Round 1 : Leadership Intent & Operating Style : 30 mins :
   Conversation focused on leadership maturity, role fit, and alignment with Aspora’s values and operating expectations.
   

2. Round 2 : CX Deep Dive + RRK + AI / Automation : 60-75 mins
   A detailed discussion covering CX strategy, role-relevant fintech knowledge, operating models, quality systems, and how automation and AI can be used to scale support without compromising trust or compliance.
   

3. Round 3 : Systems Thinking & Cross-Functional Decision Making : 45–60 mins
   Scenario-based discussion focused on incident response, escalations, and cross-functional decision-making across Product, Engineering, Risk, and Compliance.

4. Round 4 : Leadership Bar Raiser – Culture & Ownership : 30–45 mins
   Founder conversation to assess judgement, ownership mindset, culture-building ability, and readiness to lead a critical trust function at scale.