Key Qualifications & Skills

- 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 analyze 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.

What You'll Get

- Opportunity to lead and scale the support function for a quick-growing FinTech SaaS company.
- Direct exposure to the CTO and senior leadership team.
- Opportunity to work on a technology platform transforming the debt collection and recovery ecosystem.
- Cross-functional exposure across Product, Engineering, Business, and Customer Success.
- A high-impact role with significant ownership and career growth opportunities.

📌 Customer Technical Support Manager (Karnataka)
🏢 Recro
📍 Karnataka