CX Incident Manager at Aspire

Gurugram, Haryana, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTechIndustries

Requirements

Skilled and customer-focused with experience managing high-impact incidents and escalations
Experience maintaining strong customer relationships and handling critical customer complaints (e.g., payment issues, P0-level incidents like fraud-related cases, executive escalations)
Prior triaging and payments-related experience supporting multiple regions
Ability to collaborate closely with cross-functional teams (e.g., Product, Engineering, Senior Management, Compliance, Sales, Marketing)

Responsibilities

Drive end-to-end customer experience across core financial products including cards, SWIFT payments, compliance, investment solutions, and API integrations
Collaborate with Product, Engineering, and Compliance teams to optimize product usability and resolve customer pain points
Lead the response and recovery activities for critical incidents, managing the lifecycle from detection through resolution
Coordinate with cross-functional teams to minimize service disruptions and ensure efficient incident resolution
Develop and implement initiatives to improve the customer experience across all touchpoints and channels
Collaborate with cross-functional teams (e.g., Product, Sales, Marketing) to address customer pain points and enhance processes
Analyze customer-reported bugs and collaborate with the tech team to ensure timely resolution
Gather product feedback from CX channels and contribute to roadmap prioritization with actionable insights
Monitor, track, and report on key customer satisfaction and experience metrics (e.g., NPS, CSAT)
Regularly assess and present actionable insights to improve performance across these metrics
Stay up-to-date on the latest trends, tools, and best practices in customer experience management
Proactively apply industry insights to refine strategies and enhance service quality

Skills

Key technologies and capabilities for this role

Incident ManagementTriagingPaymentsFraud CasesCustomer EscalationsExecutive EscalationsP0 IncidentsMulti-Region Support

Questions & Answers

Common questions about this position

What is the salary for the CX Incident Manager role?

This information is not specified in the job description.

Is this CX Incident Manager position remote or office-based?

This information is not specified in the job description.

What skills are required for the CX Incident Manager role?

The role requires prior triaging and payments-related experience supporting multiple regions, skills in managing high-impact incidents and escalations, and close collaboration with cross-functional teams like Product, Engineering, and Senior Management.

What is the company culture like at Aspire?

Aspire offers an energetic environment with a team of ex-entrepreneurs, ex-founders, and high-achievers from diverse international backgrounds, fostering innovation and driving change.

What makes a strong candidate for the CX Incident Manager position?

A strong candidate is skilled, customer-focused, with prior triaging and payments experience across multiple regions, and passionate about entrepreneurship to manage incidents and improve customer experience.

Aspire

Influencer marketing platform for e-commerce brands

About Aspire

Aspire.io is an influencer marketing platform designed for high-growth e-commerce brands, connecting them with social media influencers to promote their products. The platform offers tools for influencer discovery, campaign management, and performance tracking, allowing brands to manage their influencer relationships efficiently. Aspire.io stands out by focusing specifically on e-commerce, providing features that enable trackable sales and streamlined collaboration. The company's goal is to help brands leverage influencer marketing to drive measurable results in awareness, engagement, and sales.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$26.6MTotal Funding

SERIES_ACompany Stage

Data & Analytics, Consumer GoodsIndustries

201-500Employees

Benefits

Flexible Work Hours

Unlimited Paid Time Off

Paid Parental Leave

Risks

Fake followers on social media could undermine Aspire's campaign authenticity.

Complex ROI measurement may deter brands from investing in influencer marketing.

Integration challenges from CommerceUp acquisition could affect Aspire's operational efficiency.

Differentiation

Aspire empowers brands with a comprehensive suite of influencer marketing tools.

The platform offers custom, branded landing pages for seamless influencer onboarding.

Aspire facilitates trackable sales through bulk promo code creation and affiliate links.

Upsides

Aspire's acquisition of CommerceUp enhances its multilingual and multi-currency capabilities.

The rise of micro-influencers offers Aspire opportunities for targeted partnerships.

Aspire capitalizes on the shift towards word-of-mouth commerce for trusted recommendations.

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