Product Support Head

4 weeks ago

Lahore, Punjab, Pakistan Programmers Force Pvt. Ltd. Full time

Join to apply for the Product Support Head - SaaS & Fintech role at Programmers Force.

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.

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 ResponsibilitiesLeadership & 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 optimize 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.
Seniority Level

Director

Employment Type

Full-time

Job Function

Information Technology

Industries

Technology, Information and Internet

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