Customer Support Manager

Location : Bangalore, WFO

About the Role:

• We are looking for a highly skilled Support Manager to lead and manage our customer support
• operations for our debt collection SaaS product. The ideal candidate will have extensive
• experience in technical support, client management, team handling and troubleshooting SaaS
• solutions in the fintech or collections domain.

Key Responsibilities:

• • Customer Support Leadership: Manage and mentor the support team to ensure prompt
• and efficient resolution of client issues.
• • Incident & Issue Resolution: Oversee troubleshooting of application-related issues,
• coordinating with internal teams (engineering, product) as needed.
• • Client Communication: Act as the primary escalation point for major client concerns,
• ensuring timely and effective resolution.
• • SLA & Performance Management: Ensure adherence to Service Level Agreements
• (SLAs) and Key Performance Indicators (KPIs).
• • Process Improvement: Identify gaps in support processes and implement strategies to
• enhance efficiency and customer satisfaction.
• • Knowledge Base & Documentation: Maintain and improve support documentation,
• FAQs, and best practices to assist clients and reduce issue resolution time.
• • Cross-functional Collaboration: Work closely with product, engineering, and business
• teams to provide feedback and influence product improvements based on customer
• pain points.
• • Training & Onboarding: Train internal teams and clients on platform features,
• troubleshooting, and best practices.
• • Support Tools & Automation: Implement and optimize ticketing systems (e.g., Zendesk,
• Freshdesk) and automation for better tracking and resolution.

Key Qualifications & Skills:

• • 7-8 years of experience in SaaS support, technical support, or customer success,
• preferably in the fintech or debt collection domain.
• • Strong understanding of loan collection workflows, payment gateways, and financial
• compliance.

• Experience managing L1, L2, and L3 support teams.
• Expertise in support tools like JIRA, Zendesk, Freshdesk, or ServiceNow.
• Familiarity with API integrations, SQL, and cloud platforms (AWS, Azure, GCP) is a plus.
• Excellent problem-solving, communication, and stakeholder management skills.
• Strong leadership and team management abilities.
• Ability to analyze data, generate reports, and improve support efficiency.

Preferred Qualifications:

• Experience in fintech, collections, or banking domain.
• Knowledge of regulatory compliance for debt collection.
• Prior experience in B2B SaaS support with enterprise clients.

Why Join Us

• Opportunity to lead and scale a support function for a fast-growing fintech SaaS

company.

• Work with cutting-edge technology in the debt collection space.
• Collaborate with a dynamic team driving financial innovation.
• Competitive salary and career growth opportunities.