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.n
- Experience managing L1, L2, and L3 support operations/teams .n
- Strong experience in B2B SaaS and enterprise customer support .n
- Prior experience in FinTech, Banking, Lending, Collections, Payments, or Financial Services is highly preferred.n
- Strong understanding of loan/credit collection workflows and payment processes .n
- Valuable understanding of payment gateways, APIs, integrations, and financial systems .n
- Hands-on experience with support/ticketing tools such as Jira, Zendesk, Freshdesk, or ServiceNow .n
- Working knowledge of SQL and API troubleshooting .n
- Familiarity with cloud platforms such as AWS, Azure, or GCP is a plus.n
- Strong understanding of incident management, escalation management, SLA management, and RCA.n
- Excellent problem-solving, communication, stakeholder management, and customer-handling skills .n




- Strong people leadership and team management capabilities.n
- Ability to analyze support data, identify trends, and drive operational improvements.n

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

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nWhat You'll Get
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- Opportunity to lead and scale the support function for a fast-growing FinTech SaaS company.n
- Direct exposure to the CTO and senior leadership team .n
- Opportunity to work on a technology platform transforming the debt collection and recovery ecosystem .n
- Cross-functional exposure across Product, Engineering, Business, an

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