Customer Support Manager

We are looking for an experienced Support Manager to lead and scale customer support operations for our SaaS platform. This role is ideal for someone with strong experience in technical support, SaaS products, client management, incident resolution, and team leadership, preferably within FinTech, Banking, Lending, or Debt Collections. The Support Manager will work closely with the CTO, Engineering, Product, and Business teams to ensure high-quality customer support, faster issue resolution, strong SLA adherence, and continuous improvement of the support function.

We are looking for a hands-on Support Leader who can balance people management, technical troubleshooting, client management, and operational excellence. The ideal candidate should be comfortable handling enterprise escalations, leading L1/L2/L3 teams, understanding technical issues at an API/SQL/application level, and working closely with Engineering and Product teams to drive permanent resolutions.

The candidate will have responsibilities across the following functions:

Customer Support Leadership:

• Lead, manage, and mentor the customer/technical support team.
• Establish clear support processes, workflows, and escalation mechanisms.
• Ensure timely and effective resolution of customer issues across L1 L2 and L3 support.
• Monitor team performance and continuously improve support quality and efficiency.

Incident and Issue Management:

• Own the end-to-end resolution of application and technical issues.
• Act as the escalation point for critical and high-priority incidents.
• Coordinate with Engineering and Product teams to troubleshoot and resolve complex issues.
• Drive root-cause analysis (RCA) and ensure preventive actions are implemented.
• Track recurring issues and identify opportunities for permanent fixes.

Client and Stakeholder Management:

• Serve as the primary escalation point for major enterprise clients.
• Communicate effectively with customers during critical incidents and escalations.
• Set clear expectations around timelines, resolution, and follow-ups.
• Build strong relationships with enterprise customers and internal stakeholders.

SLA and Performance Management:

• Define, monitor, and improve support SLAs and KPIs.
• Track metrics such as response time, resolution time, ticket backlog, first-contact resolution, escalation rate, and customer satisfaction.
• Prepare regular support performance reports for leadership.
• Identify bottlenecks and implement corrective actions.

Process Improvement:

• Identify gaps in existing support processes and implement scalable solutions.
• Standardise incident management, escalation, and resolution workflows.
• Introduce automation wherever possible to reduce manual effort and improve response times.
• Establish best practices for handling recurring and critical issues.

Knowledge Management and Documentation:

• Build and maintain a comprehensive support knowledge base.
• Develop FAQs, troubleshooting guides, SOPs, and internal documentation.
• Ensure support teams have access to accurate and up-to-date product information.
• Reduce dependency on engineering teams through effective documentation and knowledge sharing.

Cross-functional Collaboration:

• Work closely with Engineering, Product, QA, and Business teams to resolve customer issues.
• Provide structured customer feedback and identify recurring product pain points.
• Collaborate with Product and Engineering teams to influence product improvements.
• Participate in product releases and ensure support readiness for new features.

Training and Onboarding:

• Train and onboard support team members on product functionality, troubleshooting, and support processes.
• Conduct product and troubleshooting training for clients when required.
• Build structured training material and support playbooks.

Support Tools and Automation:

• Own and optimise support/ticketing platforms such as Jira, Zendesk, Freshdesk, or ServiceNow.
• Improve ticket categorisation, prioritisation, routing, and escalation.
• Leverage automation to improve ticket tracking, communication, and resolution efficiency.
• Ensure accurate support data and reporting.

Requirements:

• 7-8 years of experience in SaaS Support, Technical Support, Customer Success, Application Support, or a similar function.
• Experience managing L1 L2 and L3 support operations/teams.
• Strong experience in B2B SaaS and enterprise customer support.
• Prior experience in FinTech, Banking, Lending, Collections, Payments, or Financial Services is highly preferred.
• Strong understanding of loan/credit collection workflows and payment processes.
• Good understanding of payment gateways, APIs, integrations, and financial systems.
• Hands-on experience with support/ticketing tools such as Jira, Zendesk, Freshdesk, or ServiceNow.
• Working knowledge of SQL and API troubleshooting.
• Familiarity with cloud platforms such as AWS, Azure, or GCP is a plus.
• Strong understanding of incident management, escalation management, SLA management, and RCA.
• Excellent problem-solving, communication, stakeholder management, and customer-handling skills.
• Strong people leadership and team management capabilities.
• Ability to analyse support data, identify trends, and drive operational improvements.

Preferred Qualifications:

• Experience working with FinTech, Banking, Lending, Debt Collection, or Payments products.
• Understanding of debt collection processes and regulatory/compliance requirements.
• Experience supporting enterprise B2B SaaS clients.
• Experience working directly with CTOs, Product, Engineering, and senior client stakeholders.
• Experience building or scaling a support function from an early stage.
• Keywords: SaaS Support, Technical Support, Application Support, Customer Support, Support Manager, FinTech, Debt Collection, Lending, Banking, Payments, B2B SaaS, L1/L2/L3 Support, Incident Management, SLA, RCA, Jira, Zendesk, Freshdesk, SQL, APIs, AWS.