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
10-14 yrs 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:
Round 1 : Leadership Intent & Operating Style : 30 mins :
Conversation focused on leadership maturity, role fit, and alignment with Aspora’s values and operating expectations.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.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.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.