AM - Support Effectiveness, CX

About PhonePe Limited:

Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore. 

 

PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company’s vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

 

Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

Role: AM, Support Effectiveness - CX

Location: Bangalore Reporting to: CX Head Training & Quality

About Customer Experience Function:  At PhonePe, the customer experience team takes full ownership of customers’ problems and strives to provide quick and meaningful resolution. They are the ones bettering our product every day with real-time insights and customer feedback.  Function Summary:  The primary goal of PhonePe CX T&Q is to build world-class learning capabilities for maximum impact on business, and consistently deliver an exceptional experience to our customers. We coach the employees to do their jobs effectively and help them be engaged, productive, and efficient.

Job Summary 

The Support Effectiveness Manager is a critical leadership role within the PhonePe Customer Experience organization. The individual will be responsible for driving expertise and operational excellence within one or more lines of business (LOBs) by owning and optimizing the Training and Quality functions. 

This includes both internal PhonePe teams and CX vendors. This role is not just about maintaining standards; it's about elevating them to achieve world-class customer support. You will be a key architect in building a team of experts (both internal and at our partners) who consistently exceed customer expectations.

Key Responsibilities:

Expertise & Strategy:

• Develop and execute a comprehensive T&Q roadmap aligned with PhonePe's expertise framework and business objectives, incorporating industry best practices and innovation
• Stay updated on industry best practices and innovate.
• Partner with stakeholders to tailor programs.
• AI driven solutions enable teams,  data driven approach and individuals to drive expertise driven experience

Training & Delivery:

• Design and deliver comprehensive training programs (knowledge, skills, processes).
• Utilize diverse training methods and maintain curriculum.
• Certify trainers and ensure consistent vendor training.
• Develop Vendor SOP's.

Quality Assurance:

• Establish and maintain a robust quality monitoring framework, utilizing AI-powered quality analysis tools.
• Identify root causes of issues and implement solutions.
• Maintain quality calibration processes.
• Standardize and uphold quality procedures across partners and Quality vendor.

 

Performance Management & Coaching:

• Utilize performance data to identify skill gaps, implement targeted coaching and performance improvement plans, and foster a culture of excellence through recognition programs 
• Provide coaching and development plans to internal and vendor agents.
• Foster a culture of continuous improvement.

Vendor Management:

• Build and manage strong partnerships with vendors, ensuring adherence to PhonePe's standards through clear expectations, regular performance reviews, and seamless resource and training support
• Build strong vendor relationships and conduct performance reviews.
• Collaborate on improvement plans and ensure resource access.

 

Stakeholder & Reporting: Act as a key liaison and subject matter expert, ensuring cross-functional alignment and integration of customer insights into training and quality initiatives through regular communication and reporting 

 

Team Leadership: Build, mentor, and lead a high-performing T&Q team, fostering a collaborative, diverse, and inclusive environment that drives continuous improvement and achieves target team performance metrics

 

Qualification: 

Any Graduate

5+ yrs of relevant Experience

Work Environment: 

• Physical Demands: Ability to work in a fast-paced environment and manage multiple projects simultaneously.

• Should be open to work related travels 
• Should be open to work from the office on all the working days.

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

 

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity,  ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of  gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.

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