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Job details:
Location: Mumbai / Bangalore (Work from Office)
Experience: 5-6 Years
Employment Type: Full-time
Reporting To: CTO
About the RoleWe are seeking an experienced and dynamic Customer Support Manager to lead and scale our support operations for a debt collection SaaS platform. This role requires strong expertise in technical support, client management, and team leadership, preferably within the fintech or collections domain.
Key Responsibilities- Customer Support Leadership: Lead, manage, and mentor the support team to ensure timely and effective resolution of client issues.
- Incident & Issue Management: Oversee troubleshooting of application-related issues and collaborate with engineering and product teams for resolution.
- Client Communication: Act as the primary escalation point for critical client concerns, ensuring prompt and effective communication.
- SLA & Performance Management: Monitor and ensure adherence to SLAs and KPIs to maintain high service standards.
- Process Improvement: Identify gaps in existing processes and implement strategies to enhance efficiency and customer satisfaction.
- Knowledge Management: Develop and maintain support documentation, FAQs, and best practices to reduce resolution time.
- Cross-functional Collaboration: Work closely with product, engineering, and business teams to share customer insights and drive product improvements.
- Training & Onboarding: Conduct training sessions for internal teams and clients on product features, troubleshooting, and best practices.
- Support Tools & Automation: Manage and optimize support tools such as Zendesk, Freshdesk, JIRA, or ServiceNow, and implement automation where applicable.
Key Skills & Qualifications- 7–8 years of experience in SaaS support, technical support, or customer success roles
- Prior experience in fintech or debt collection domain is highly preferred
- Strong understanding of loan collection workflows, payment gateways, and financial compliance
- Experience managing L1, L2, and L3 support teams
- Proficiency in support tools such as JIRA, Zendesk, Freshdesk, or ServiceNow
- Basic understanding of APIs, SQL, and cloud platforms (AWS, Azure, GCP) is a plus
- Excellent problem-solving, communication, and stakeholder management skills
- Strong leadership and team management capabilities
- Ability to analyze data, generate reports, and drive continuous improvement
Preferred Qualifications- Experience in fintech, banking, or collections industry
- Knowledge of regulatory compliance in debt collection
- Experience working with enterprise B2B SaaS clients
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