Customer Support Manager SaaS (Debt Collection Tool)

- Lead, manage, and mentor the support team to ensure timely and effective resolution of client issues. - Oversee troubleshooting of application-related issues and collaborate with engineering and product teams for resolution. - Act as the primary escalation point for critical client concerns, ensuring prompt and effective communication. - Monitor and ensure adherence to SLAs and KPIs to maintain high service standards. - Identify gaps in existing processes and implement strategies to enhance efficiency and customer satisfaction. - Develop and maintain support documentation, FAQs, and best practices to reduce resolution time. - Work closely with product, engineering, and business teams to share customer insights and drive product improvements. - Conduct training sessions for internal teams and clients on product features, troubleshooting, and best practices. - Manage and optimize support tools such as Zendesk, Freshdesk, JIRA, or ServiceNow, and implement automation where applicable. Key Skills & Qualifications: - 78 years of experience in SaaS support, technical support, or customer success roles. - Prior experience in fintech or debt collection domain is highly preferred. - Strong understanding of loan collection workflows, payment gateways, and financial compliance. - Experience managing L1, L2, and L3 support teams. - Proficiency in support tools such as JIRA, Zendesk, Freshdesk, or ServiceNow. - Basic understanding of APIs, SQL, and cloud platforms (AWS, Azure, GCP) is a plus. - Excellent problem-solving, communication, and stakeholder management skills. - Strong leadership and team management capabilities. - Ability to analyze data, generate reports, and drive continuous improvement. Preferred Qualifications: - Experience in fintech, banking, or collections industry. - Knowledge of regulatory compliance in debt collection. - Experience working with enterprise B2B SaaS clients.