08 Sep
|
Recro
|
Bengaluru
Job Description
Location : Bangalore, WFO
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About the Role:
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We are looking for a highly skilled Support Manager to lead and manage our customer support
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operations for our debt collection SaaS product. The ideal candidate will have extensive
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experience in technical support, client management, team handling and troubleshooting SaaS
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solutions in the fintech or collections domain.
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Key Responsibilities:
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• Customer Support Leadership: Manage and mentor the support team to ensure prompt
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and effective resolution of client issues.
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• Incident & Issue Resolution: Oversee troubleshooting of application-related issues,
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coordinating with internal teams (engineering, product) as needed.
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• Client Communication: Act as the primary escalation point for major client concerns,
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ensuring timely and effective resolution.
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• SLA & Performance Management: Ensure adherence to Service Level Agreements
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(SLAs) and Key Performance Indicators (KPIs).
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• Process Improvement:
Identify gaps in support processes and implement strategies to
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enhance efficiency and customer satisfaction.
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• Knowledge Base & Documentation: Maintain and improve support documentation,
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FAQs, and best practices to assist clients and reduce issue resolution time.
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• Cross-functional Collaboration: Work closely with product, engineering, and business
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teams to provide feedback and influence product improvements based on customer
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pain points.
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• Training & Onboarding: Train internal teams and clients on platform features,
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troubleshooting, and best practices.
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• Support Tools & Automation: Implement and optimize ticketing systems (e.g., Zendesk,
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Freshdesk) and automation for better tracking and resolution.
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Key Qualifications & Skills:
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• 7-8 years of experience in SaaS support, technical support, or customer success,
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preferably in the fintech or debt collection domain.
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• Strong understanding of
📌 Customer Support Manager (Bengaluru)
🏢 Recro
📍 Bengaluru