Open to opportunities

Inderdeep Singh

@inderdeepsingh

Message

I lead merchant escalations and build scalable fintech support operations at MobiKwik.

India

Message

What I'm looking for

I'm looking to lead merchant or customer operations, strengthen escalation governance, build scalable support processes, and drive cross-functional improvements in a fintech environment.

I lead Merchant Escalation Desk operations at MobiKwik, driving high-priority issue resolution across Finance, Risk, Compliance, Lending, Product, and TechOps.

I've built merchant escalation SOPs, governance frameworks, ownership models, ticket workflows, and Salesforce-based case management. I also led Merchant Help and FAQ implementation to improve self-service adoption, reduce duplicate handling, and strengthen operational visibility.

Previously, I supported consumer operations, social media escalations, merchant disputes, and lending escalations while improving quality, CSAT, SLA adherence, and process standardization.

Experience

Work history, roles, and key accomplishments

Current

Team Lead – Merchant Operations

Current

MobiKwik

Mar 2026 - Present (5 months)

Managing end-to-end Merchant Escalation Desk operations, driving cross-functional resolution, and implementing governance frameworks and SOPs. Led initiatives to improve merchant self-service and streamline escalation handling.

Merchant Operations Escalation Management Stakeholder Management Process Improvement Salesforce SOP Development Workflow Automation MIS Cross functional Coordination

Subject Matter Expert – Consumer Operations

MobiKwik

Jun 2022 - Feb 2026 (3 years 8 months)

Served as SPOC for IT concerns, handled social media escalations, and conducted QA sessions and dip checks. Analyzed customer complaints to identify trends and improve CSAT.

Social Media Management Customer Support QA Process Improvement Escalation Management CSAT Stakeholder Coordination

Senior Executive – Consumer Operations

MobiKwik

Jun 2019 - Jun 2022 (3 years)

Single point of contact for merchant disputes and lending escalations, handling consumer operations, chats, and tickets. Worked with cross-functional teams for issue resolution and maintained operational reports.

Merchant Operations Lending Operations Escalation Management Root Cause Analysis Reporting Customer Support Cross functional Coordination