Job Description Location : Bangalore, WFO
n About the Role:
nWe are looking for a highly skilled Support Manager to lead and manage our customer support
noperations for our debt collection SaaS product. The ideal candidate will have extensive
nexperience in technical support, client management, team handling and troubleshooting SaaS
nsolutions in the fintech or collections domain.
n Key Responsibilities:
n• Customer Support Leadership: Manage and mentor the support team to ensure prompt
nand productive resolution of client issues.
n• Incident & Issue Resolution: Oversee troubleshooting of application-related issues,
ncoordinating with internal teams (engineering, product) as needed.
n• Client Communication: Act as the primary escalation point for major client concerns,
nensuring timely and effective resolution.
n• SLA & Performance Management: Ensure adherence to Service Level Agreements
n(SLAs) and Key Performance Indicators (KPIs).
n• Process Improvement: Identify gaps in support processes and implement strategies to
nenhance efficiency and customer satisfaction.




n• Knowledge Base & Documentation: Maintain and improve support documentation,
nFAQs, and best practices to assist clients and reduce issue resolution time.
n• Cross-functional Collaboration: Work closely with product, engineering, and business
nteams to provide feedback and influence product improvements based on customer
npain points.
n• Training & Onboarding: Train internal teams and clients on platform features,
ntroubleshooting, and best practices.
n• Support Tools & Automation: Implement and optimize ticketing systems (e.g., Zendesk,
nFreshdesk) and automation for better tracking and resolution.
n Key Qualifications & Skills:
n• 7-8 years of experience in SaaS support, technical support, or customer success,
npreferably in the fintech or debt collection domain.
n• Strong understanding of loan collection workflows, payment gateways, and financial
ncompliance.
n• Experien

📌 Customer Support Manager (Bengaluru)
🏢 Recro
📍 Bengaluru