Customer Support Manager

AbleCredit - GenAI Infra for BFSI; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

AbleCredit in Bengaluru is seeking a Customer Support Manager to own day-to-day support operations across chat, email, and ticketing channels, ensuring fast, reliable resolutions for fintech customers in a fast-paced startup.

You will define and track SLAs, triage issues, escalate when needed, and collaborate with Implementation, Product, and Engineering to resolve root causes. You will also build and maintain a knowledge base and troubleshooting guides to reduce repeat tickets and improve CSAT.

Qualifications

• 3–5 years in customer or technical support
• Familiarity with helpdesk tools
• Experience with SLAs and metrics
• Clear written and spoken communication
• BFSI or fintech exposure a plus

Responsibilities

• Own end-to-end customer support operations across chat, email, and ticketing channels.
• Track SLAs for first response and resolution times across ticket severities.
• Triage and prioritise incoming issues, escalating complex or technical issues.
• Build and maintain a knowledge base, FAQs, and troubleshooting guides to reduce repeat tickets.
• Monitor support metrics and report trends to leadership.
• Identify recurring issues and work with Product and Engineering for fixes.
• Escalate high-severity issues and ensure timely communication.
• Collaborate with Implementation and Customer Success for smooth handoffs.
• Train and onboard new support team members.

Skills

Customer Support

Operations

SaaS

FinTech

Ticket management

SLA management

Escalation handling

Troubleshooting

Knowledge base

Cross functional collaboration

Tools

Zendesk

Freshdesk

Intercom

API

JSON

Job description

About AbleCredit

AbleCredit has built a foundational AI platform to help BFSI enterprises reduce OPEX by up to 70% by powering workflows for onboarding, claims, credit, and collections. Our GenAI model achieves over 95% accuracy in understanding Indian dialects and excels in financial analysis.

About AbleCredit

AbleCredit has built a foundational AI platform to help BFSI enterprises reduce OPEX by up to 70% by powering workflows for onboarding, claims, credit, and collections. Our GenAI model achieves over 95% accuracy in understanding Indian dialects and excels in financial analysis.

The company was founded in June 2023 by Utkarsh Apoorva (IIT Delhi, built Reshamandi, Guitarstreet, Edulabs); Harshad Saykhedkar (IIT Bombay, ex-AI Lead at Slack); and Ashwini Prabhu (IIML, co-founder of Mythiksha, ex-Product Head at Reshamandi, HandyTrain).

The Opportunity

We are looking for a Customer Support Manager to own day-to-day customer support operations and ensure our customers get fast, reliable resolutions. You will help build a scalable support function owning SLAs, triaging issues, and working closely with Implementation, Product, and Engineering to resolve and prevent customer issues.

What You Will Do?

• Own end-to-end customer support operations across chat, email, and ticketing channels.
• Track SLAs for first response and resolution times across ticket severities.
• Triage and prioritise incoming issues, resolving what you can directly and escalating complex or technical issues to Implementation, Product, or Engineering.
• Build and maintain a knowledge base, FAQs, and troubleshooting guides to reduce repeat tickets.
• Monitor support metrics; CSAT, ticket volume, resolution time, backlog and report trends to leadership.
• Identify recurring issues and root causes, and work with Product and Engineering to drive permanent fixes.
• Personally own escalated or high-severity customer issues, ensuring timely and clear communication until resolution.
• Collaborate with Implementation and Customer Success to ensure smooth handoffs and a consistent customer experience.
• Train and onboard new support team members on product knowledge, process, and tooling.

What You Need To Succeed?

• 3-5 years of experience in customer support, technical support, or support operations, ideally in SaaS or fintech.
• Familiarity with helpdesk or ticketing tools such as Zendesk, Freshdesk, Intercom, or similar.
• Basic understanding of APIs, JSON, integrations, and SaaS product configuration, to triage technical issues effectively.
• Experience defining and tracking SLAs and support metrics such as CSAT, resolution time, and ticket volume.
• Strong problem-solving skills and the ability to stay calm and structured under pressure on escalated or high severity issues.
• Clear, structured written and verbal communication.
• Exposure to BFSI, lending, or financial services customers is a plus.
• Comfortable working in a fast-paced startup environment with evolving processes.

Skills:- Customer Support, Operations, SaaS, FinTech, Ticket management, triage, SLA management, escalation handling, Technical support, Troubleshooting, Help desk, Zendesk, freshdesk, intercom, API, JSON, SaaS integration, RCA, Root cause analysis, Problem solving, Incident management, high severity issue management, customer communication, Stakeholder management, CSAT, support metrics, Knowledge base, FAQ management, cross functional collaboration, Process improvement, training, Onboarding, BFSI and lending domain