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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Solid 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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Solid 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 (India)
🏢 Recro
📍 India