Product Support Head - SaaS & Fintech

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.

• 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.

• 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.
  

• 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.

• 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.