About the Role
We are seeking a Product Support Head to lead our global support team for our cutting-edge SaaS-based FinTech products. You will be responsible for defining support strategies, ensuring world-class customer experience, and driving continuous improvement in our support processes.
Key Responsibilities
Leadership & Strategy
- Develop and execute a customer-centric support strategy for our SaaS-based FinTech products.
- Lead and mentor a global team of support engineers and managers.
- Define KPIs, SLAs, and customer satisfaction metrics, ensuring continuous performance improvement.
- Collaborate with Product, Engineering, and Sales teams to enhance support processes.
- Drive automation and AI-driven solutions to improve response times and efficiency.
Customer Support & Incident Management
- Implement and optimize a ticketing system (e.g., Zendesk, Freshdesk, Jira) to track and manage support requests.
- Develop a proactive support model, including predictive analytics to anticipate and prevent issues.
- Handle escalations, ensuring timely and effective resolution for high-priority incidents.
- Implement self-service portals, chatbots, and knowledge bases to improve customer experience.
Process Optimization & Compliance
- Ensure support processes align with FinTech compliance standards (e.g., PCI-DSS, GDPR, ISO 27001).
- Define root cause analysis (RCA) frameworks to reduce recurring issues.
- Work closely with DevOps and Engineering teams to ensure smooth deployments with minimal customer impact.
- Optimize the incident response and disaster recovery processes for high-availability environments.
Customer Success & Retention
- Act as a bridge between customers and product teams, gathering insights to improve product offerings.
- Develop training programs to upskill support teams on SaaS and FinTech product functionalities.
- Drive initiatives to improve customer retention, renewals, and Net Promoter Score (NPS).
- Establish VIP support tiers for enterprise customers and ensure high-touch engagement.
Requirements
- Strong understanding of SaaS-based FinTech platforms, including APIs, security, and integrations.
- Experience with cloud platforms (AWS, GCP, Azure) and monitoring tools like Datadog, New Relic.
- Familiarity with SQL, REST APIs, and basic debugging techniques for troubleshooting.
- Hands-on experience with ticketing and CRM tools (Zendesk, Freshdesk, Jira, Salesforce, HubSpot).
- Knowledge of incident management frameworks like ITIL and DevOps support best practices.
Leadership & Communication
- 8+ years of experience in Product Support / Customer Success, with at least 3 years leading a global team
- Excellent communication skills, with experience managing C-level stakeholders and enterprise clients.
- Proven ability to scale support teams, implement automation, and optimise workflows.
- Strong analytical mindset with the ability to interpret customer feedback and support data to drive decisions.
- Ability to work in a fast-paced, high-growth SaaS and FinTech environment.
