Job DescriptionKey Qualifications & Skills
N n
n
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
Robust 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
Good 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 ofincident management, escalation management, SLA management, and RCA. N
Excellent problem-solving, communication, stakeholder management, and customer-handling skills . N




Robust people leadership and team management capabilities. N
Ability to analyze support data, identify trends, and drive operational improvements. N

n nPreferred Qualifications
N
n
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

n nWhat You'll Get
N
n
Chance 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, Eng

📌 Customer Technical Support Manager Bengaluru
🏢 Recro
📍 Bengaluru