Headline

CX Manager - Revolut

About

Senior Customer Experience Manager with 10+ years of experience building and scaling customer support and success operations across fintech and SaaS. Currently leading CX strategy and operations for the Payments vertical at a leading neobank, owning SLAs, escalations, knowledge systems, and cross-functional delivery with Product, Engineering, and Risk teams. Proven track record in developing high-performing teams, improving operational metrics, reducing contact drivers, and delivering secure, customer-first support in regulated environments. Experienced in payments, cards, fraud related escalations, tooling, and AI-enabled CX, with a strong bias toward scalable systems and continuous improvement.

Location

Bengaluru

AI stack

claude code

claude

gemini

grok

lovable

midjourney

Work experience

CX Manager at Revolut, Jun 2024 - May 2026 · 2 yrs, India, 1. Own CX strategy and support operations for the Payments vertical (Transfers, Cards, Card Payments, Chargeback), ensuring high-quality, secure, and compliant customer support at scale. 2. Own operational CX metrics including SLAs, Customer Response Time (CRT), backlog health, and escalation rates; introduced operating rhythms to improve adherence and predictability. 3. Designed and implemented scalable support processes for new Payments feature launches, partnering with Product and Engineering to ensure support readiness, risk coverage, and incident handling. 4. Act as point of escalation for sensitive issues including card compromises, payments failures, and fraud-related cases, coordinating with Fincrime, Risk, and Product teams. 5. Partner closely with Product and Engineering to reduce contact drivers, resolve recurring customer issues, and improve end-to-end payment journeys. 6. Built and scaled a best-in-class knowledge layer (help centre content, internal runbooks, macros), significantly improving self-serve adoption and agent efficiency. 7. Contributed to the tooling and AI roadmap, enhancing LLM-based support tools by refining training data and improving response accuracy for Payments-related queries. 8. Serve as a strong Voice of the Customer, synthesizing insights from tickets and operational data to influence CX strategy, product priorities, and policy decisions.

Team Lead - Customer Success at Convertcart, Sep 2022 - Jun 2024 · 1 yr 10 mos, Bangalore Urban, Karnataka, India, 1. Led and developed a high-performing Customer Success team, owning hiring, onboarding, coaching, performance management, and career development. 2. Owned day-to-day CX operations for a portfolio of 100+ customer accounts, ensuring coverage, prioritization, and consistent service quality across regions. 3. Established operational processes and QA guardrails to standardize customer communication, escalation handling, and issue resolution. 4. Acted as senior escalation point for complex customer issues, balancing customer satisfaction with commercial and operational constraints. 5. Designed and delivered customer journey frameworks covering onboarding, business reviews, renewals, upsells, and expansion opportunities. 6. Partnered with Product and Engineering teams to translate customer feedback into roadmap priorities, improving product usability and reducing friction. 7. Introduced structured reporting and operating cadences, improving visibility into account health, risks, and growth opportunities. 8. Played a key role in vendor coordination and tooling adoption, supporting scalable CX operations as the business grew.

Customer Success Manager at Convertcart, Aug 2021 - Sep 2022 · 1 yr 2 mos, Bangalore Urban, Karnataka, India, 1. Managed a portfolio of 20+ international enterprise and mid-market accounts across North America and Europe, acting as a trusted advisor and primary point of contact. 2. Partnered with customers to define success metrics, goals, and KPIs, aligning platform adoption and experimentation strategies with their business objectives. 3. Led data-driven experimentation programs, analyzing A/B test results to evaluate impact on conversion, revenue, and ROI, and translating insights into actionable recommendations. 4. Delivered regular business reviews (monthly and quarterly), providing performance analysis, optimization opportunities, and strategic guidance. 5. Collaborated closely with Product, Engineering, and Development teams to plan, prioritize, and launch experiments and new features in a timely and scalable manner. 6. Identified and executed expansion opportunities, including cross-sell initiatives and customer referrals, contributing to account growth and retention. 7. Selected to join the Onboarding Team, owning early-stage customer setup, feature adoption, and time-to-value for new clients. 8. Recognized with the “Rising Star” award for outstanding performance, customer impact, and cross-functional collaboration.

Account Manager at Network 8 Promotions and Events Pvt. Ltd., Sep 2018 - Jun 2021 · 2 yrs 10 mos, India, 1. Spearheaded multiple projects aligned with key milestones to ensure timely delivery of client commitments. 2. Led cross-functional teams comprising content writers, designers, developers, and manufacturers to manage end-to-end project execution, including requirements gathering, asset reviews at each stage, and coordination of events and promotions. 3. Conceptualized, planned, and delivered diverse marketing assets for leading multinational corporations. 4. Boosted inquiries from existing accounts through strategic upselling, strengthening client relationships, and proactively pitching innovative business ideas. 5. Skilled in recruiting top talent, mentoring team members, and empowering executives for enhanced performance. 6. Contributed to over 25% of the organization's revenue across two quarters through successful upselling and generating new referrals.

Account Manager at Pink Lemonade Communications Pvt Ltd., Feb 2017 - Jun 2018 · 1 yr 5 mos, Bengaluru, Karnataka, India, 1. Led cross-functional delivery across content, design, development, and vendor teams to execute client-facing initiatives on time and at scale. 2. Owned requirements gathering, delivery planning, and milestone tracking to ensure predictable execution and positive client experience. 3. Acted as a bridge between clients and delivery teams, translating business requirements into clear execution plans. 4. Conducted the monthly financial analysis meetings and made budget adjustments against the forecast 5. Built strong skills in process discipline, risk identification, and delivery governance

Intern (SaaS) at ORACLE FINANCIAL SERVICES SOFTWARE LIMITED, May 2014 - Aug 2014 · 4 mos, Bangalore,India, Three-month project based internship (SaaS) • Analysis of the company which provided software aid provided to different banks in the African countries. • Worked as a part of team of Software Configuration Management which is a interlink between different core teams of software development. • Researched different factors related to the working of the company and finalized an interim project named “A Detailed study on Software Configuration Management under the Technical Deployment Management System with special reference to Oracle Financial Services Software Ltd”.

Education

Master of International Business (MIB), International Business, Hult International Business School

Bachelor's degree, BBM-Financial Markets, Manipal Academy of Higher Education