Niranjana G.
Manager - Customer Support, Innopay | 15+ Years in CX, Ops & Vendor Management | Digital Payments | LEAN Six Sigma | Data-Driven CX Leader
- Role
- Manager, Customer Support at Innopay
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Niranjana G.
As a seasoned Customer Support Leader with 15+ years of experience, I specialize in…
Experience
Manager, Customer Support
May 2025 — Present · Bengaluru, IN
Led and mentored a team of customer support specialists, setting KPIs and driving performance improvements across all service channels (voice, email, chat, and social media).Managed end-to-end merchant support operations, including onboarding, escalations, transaction support, and compliance-related queries.Handled complex cases involving payment failures, chargebacks, refunds, and fraud investigations, ensuring timely and regulatory-compliant resolutions.Collaborated with product, engineering, risk, and compliance teams to resolve customer pain points and enhance platform reliability.Drove customer experience metrics (CSAT/NPS) through proactive issue resolution, automation (chatbots, help centers), and process redesign.Acted as the escalation point for high-priority incidents and VIP merchant support during system outages and transaction disruptions.Developed crisis response frameworks and ensured SLAs were consistently met.Generated detailed performance reports and insights for senior leadership to support data-driven decision-making.Strengthened key merchant and partner relationships through regular reviews and feedback sessions.
Education
Pondicherry University
Master of Business Administration - MBA, International Business
Justice Basheer Ahmed Sayeed College For Women
Bsc, Information Systems and Management
BITS Pilani Work Integrated Learning Programmes
Postgraduate Diploma, Fintech
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