Bala Subramani Ns
Customer Experience & Support Leader | 14+ yrs in Flipkart, Slice, Refyne | Scaled support ops at fast-growth fintechs | Driving automation & CSAT excellence.
- Role
- Head of Customer Support at Nira
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Bala Subramani Ns
Customer Support & Experience Leader | Fintech, Lending, E-commerce | Scaled Teams |…
Experience
Head of Customer Support
Jun 2024 — Present · Bengaluru, IN
Lead end-to-end customer support operations across voice, email, and WhatsApp, handling 1,800+ daily customer interactions- Drove automation for high-volume queries (loan status, EMI, due dates), resulting in a 35% reduction in manual query load- Streamlined support processes and created SOPs for top 25 query types, improving First Contact Resolution (FCR) by 20%- Introduced CSAT measurement across all support channels (calls, chats, emails), achieving 90%+ CSAT consistently- Implemented agent productivity dashboards and shrinkage tracking, increasing agent utilization and forecasting accuracy- Collaborated closely with Product and Tech teams to launch self-serve journeys within the app, reducing inbound traffic by 25%- Set up feedback loops with Product and Risk to align on recurring issues, driving faster resolution and product improvements- Manage and mentor a team of 30+ support specialists, team leads, and QA across 7-day operations
Education
Vijaya college
Bachelor of Commerce (B.Com.), Commerce
2007 — 2010
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.