Customer Technical Support Manager

Recro; Bengaluru; On-site; INR 2,500,000 - 3,500,000; Full time

Benefits offered by this job

Career growth opportunities

Direct exposure to CTO

Job summary

Recro in Bengaluru is seeking an experienced SaaS support leader to drive L1–L3 operations in a FinTech environment. You will lead a growing support team, work closely with the CTO and senior leadership, and influence product and engineering decisions to optimize debt collection and payment workflows.

The role emphasizes cross-functional collaboration with Product, Engineering, Business, and Customer Success, along with strong data-driven improvements and stakeholder management.

Qualifications

• 7–8 years of experience in SaaS Support, Technical Support, Customer Success, Application Support, or a similar function.
• Experience managing L1, L2, and L3 support operations/teams.
• Strong experience in B2B SaaS and enterprise customer support.
• Prior experience in FinTech, Banking, Lending, Collections, Payments, or Financial Services is highly preferred.
• Strong understanding of loan/credit collection workflows and payment processes.
• Good understanding of payment gateways, APIs, integrations, and financial systems.
• Hands-on experience with support/ticketing tools such as Jira, Zendesk, Freshdesk, or ServiceNow.
• Working knowledge of SQL and API troubleshooting.
• Familiarity with cloud platforms such as AWS, Azure, or GCP is a plus.
• Strong understanding of incident management, escalation management, SLA management, and RCA.
• Excellent problem-solving, communication, stakeholder management, and customer-handling skills.
• Strong people leadership and team management capabilities.
• Ability to analyze support data, identify trends, and drive operational improvements.

Responsibilities

• Lead and scale the support function for a fast-growing FinTech SaaS company.
• Direct exposure to the CTO and senior leadership team.
• Work on a technology platform transforming the debt collection and recovery ecosystem.
• Collaborate cross-functionally with Product, Engineering, Business, and Customer Success.
• Drive data-driven improvements in incident, escalation, and SLA processes.

Skills

SaaS support

L1-L3 support teams

B2B SaaS customer support

FinTech payments knowledge

problem-solving

stakeholder management

communication

team leadership

data analysis

Tools

Jira

Zendesk

Freshdesk

ServiceNow

SQL

API troubleshooting

Job description

• 7–8 years of experience in SaaS Support, Technical Support, Customer Success, Application Support, or a similar function.
• Experience managing L1, L2, and L3 support operations/teams.
• Strong experience in B2B SaaS and enterprise customer support.
• Prior experience in FinTech, Banking, Lending, Collections, Payments, or Financial Services is highly preferred.
• Strong understanding of loan/credit collection workflows and payment processes.
• Good understanding of payment gateways, APIs, integrations, and financial systems.
• Hands-on experience with support/ticketing tools such as Jira, Zendesk, Freshdesk, or ServiceNow.
• Working knowledge of SQL and API troubleshooting.
• Familiarity with cloud platforms such as AWS, Azure, or GCP is a plus.
• Strong understanding of incident management, escalation management, SLA management, and RCA.
• Excellent problem-solving, communication, stakeholder management, and customer-handling skills.
• Strong people leadership and team management capabilities.
• Ability to analyze support data, identify trends, and drive operational improvements.

Preferred Qualifications

• Experience working with FinTech, Banking, Lending, Debt Collection, or Payments products.
• Understanding of debt collection processes and regulatory/compliance requirements.
• Experience supporting enterprise B2B SaaS clients.
• Experience working directly with CTOs, Product, Engineering, and senior client stakeholders.
• Experience building or scaling a support function from an early stage.

What You'll Get

• Opportunity to lead and scale the support function for a fast-growing FinTech SaaS company.
• Direct exposure to the CTO and senior leadership team.
• Opportunity to work on a technology platform transforming the debt collection and recovery ecosystem.
• Cross-functional exposure across Product, Engineering, Business, and Customer Success.
• A high-impact role with significant ownership and career growth opportunities.