Client Support Manager - B2B SaaS Fintech

Landytech is dedicated to transforming the accessibility of asset information for investment managers, asset owners, and their advisors through Sesame, a cutting-edge investment reporting platform. With a presence in over 15 countries, we empower clients to make informed investment decisions swiftly. Join us during this exciting phase of rapid growth, following our successful securing of $12M in Series B funding in January 2023. From its inception with two co-founders, Landytech has expanded to nearly 100 team members, with offices in London and Paris. Embracing diversity as a core asset, our team represents over 15 countries and converses in 14 languages. Team & Role: We are in search of a dynamic and strategic Support Manager to spearhead and expand our global client support function. Based in Pune, you will oversee a burgeoning team responsible for frontline client support. Collaboration with our Client Success Managers, Product Specialists, Data Operations, Professional Services, and R&D units is pivotal to ensure a smooth and premium support experience. As a true player-coach, you will provide guidance to the team while actively participating in support interactions, setting a leading example. Key Responsibilities: - Lead and guide a small support team in Pune, ensuring adequate coverage, coaching, and continuous skill enhancement. - Act as a player-coach, leading the team while maintaining involvement in support cases and client interactions. - Cultivate a robust service ethos centered on responsiveness, empathy, and client triumph. - Supervise daily support operations, prioritization, and triage to deliver prompt and high-quality responses via email (CRM), calls, and Teams. - Manage and enhance digital support resources like the Academy and Knowledge Base. - Spearhead AI and automation-driven enhancements for operational efficiency and client empowerment. - Conduct management reporting and analysis regularly and on an ad-hoc basis for the function. - Drive process enhancement, including crafting SOPs. - Collaborate cross-functionally with Client Success, Product, Data Ops, PS, and R&D to ensure seamless operations, striving for client-centric resolutions and scalable solutions. Requirements: - 4 - 7 years of customer support experience, preferably in B2B SaaS or fintech. - 2+ years in a leadership or support ops capacity. - Proficiency with CRM/ticketing tools such as HubSpot, Zendesk, Salesforce, etc. - Experience or keen interest in AI, chatbots, or digital client support solutions. - Exceptional communication, problem-solving, and process-improvement competencies. - Demonstrated ability to lead by example in a hands-on support or client-facing role. Our Benefits: - An opportunity to contribute to a rapidly expanding fintech revolutionizing investment reporting. - Engage in regular social events and be part of an international team with headquarters in London, UK, and an office in Paris, France. - Embrace a hybrid work style with 2 days in our Pune, India office and private medical insurance coverage for you and your family members.,