Head - B2B Support

About Snapmint:

Founded by IIT Bombay alumni (Nalin Agrawal, Anil Gelra, Abhineet Sawa), Snapmint is building India's most loved payment brand. We pioneered Pay in 3 through UPI and are also home to India's leading 0% EMI e-commerce app giving millions of Indians the freedom to shop now and pay in monthly instalments, with no extra cost and no credit card required.

Today, Snapmint has crossed 50M+ app downloads and is the preferred payment partner for 2,000+ leading consumer brands, including Zepto, ixigo, Adani, District Store, Titan and many more. We're on a mission to make fair, transparent credit accessible to Young India - and make payments simple, enjoyable and worry-free.

Headquartered in Mumbai, with offices across major metros including Bengaluru, Gurugram, Delhi and Jaipur, we're building at the intersection of commerce, credit, technology and culture. If you want to work on a product used by millions, build a brand people genuinely love, and help redefine how the next generation of India pays and spends you'll fit right in.

Come build Snapmint and help us change how India pays.

The Role:

We're looking for Head B2B Support a senior leader to build and lead Customer Support for Snapmint's growing B2B business. You'll shape the support strategy, team, processes, technology, and service standards while driving merchant experience, retention, and business outcomes.

• Role Title: Head B2B Support

• Department: Customer Success

• Employment Type: Fulltime

• Experience: 6+ years

• Location: Bangalore

• Working Model: Work from Office – 5 Days per Week

• Entity: Snapmint Credit Advisory Private Limited

What You Own:

• Build and scale a high-performing B2B Customer Support organisation aligned with business growth and merchant needs.

• Define the support strategy, operating model, processes, workflows, and service standards from the ground up.

• Own merchant experience across the support journey, going beyond tickets and SLAs to drive retention and business outcomes.

• Build the right team structure, talent strategy, performance metrics, and culture for a high-growth

environment.

• Identify opportunities to leverage technology, automation, and AI to improve efficiency, scale, and service quality.

• Establish strong feedback loops with Product, Technology, Sales, Operations, and Risk to identify and solve recurring merchant pain points.

• Use data and insights to identify trends, improve processes, and continuously raise the bar on merchant experience.

What You Bring:

• Experience building and scaling high-performing B2B Customer Support / Customer Experience

organisations.

• Strong strategic thinking combined with a hands-on approach to execution and operating detail.

• A track record of building teams, processes, systems, and operating models in high-growth environments.

• Strong understanding of support metrics, service operations, customer experience, and business

outcomes.

• Strong instinct for using technology, automation, and AI to create operational leverage.

• Ability to influence and collaborate effectively across Product, Technology, Sales, Operations, and Risk.

• A builder's mindset comfortable creating the playbook rather than simply operating an established one.

Good to Have:

• Experience in fintech, payments, lending, SaaS, or other technology-led B2B businesses.

• Experience managing support operations through rapid merchant/customer growth.

• Experience implementing AI-led or automation-first support models.

• Strong exposure to customer experience transformation and support technology.

• Experience working closely with Product and Technology teams to improve customer journeys.

Why Snapmint:

• Be Part of a 10X–100X Journey - Help build and scale and be part of a high-growth story.

• Raise the Bar - Learn from people who raise the bar.

• Solve Hard Problems - Work on meaningful, high-impact challenges.

• Own the Outcome - Take ownership and make things happen.

• Move Fast, Build Fast - Turn ideas into action, not backlogs.

• Make Real Impact - See your work reach millions of customers.

• Grow with Snapmint - Take on bigger challenges as we scale.