Customer Support Manager

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.

Responsibilities:

• Customer Support Leadership: Manage and mentor the support team to ensure prompt and efficient resolution of client issues.
• Incident and 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 and 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 and 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 and Onboarding: Train internal teams and clients on platform features, troubleshooting, and best practices.
• Support Tools and Automation: Implement and optimise ticketing systems (e. g., Zendesk, Freshdesk) and automation for better tracking and resolution.

Requirements:

• 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 analyse 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.