Job Description

Key Qualifications & Skills

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



identify trends, and drive operational improvements.
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Preferred Qualifications

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- Experience working with FinTech, Banking, Lending, Debt Collection, or Payments products.
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- Understanding of debt collection processes and regulatory/compliance requirements .
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- Experience supporting enterprise B2B SaaS clients .
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- Experience working directly with CTOs, Product, Engineering, and senior client stakeholders.
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- Experience building or scaling a support function from an early stage.
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What You'll Get

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