Client Support Manager - B2B SaaS Fintech

As a Support Manager at Landytech, you will play a crucial role in leading and scaling our global client support function. Your responsibilities will include: - Leading and mentoring a small support team in Pune, ensuring coverage, coaching, and continuous skill development. - Acting as a player-coach: leading the team while staying hands-on with support cases and client communication. - Instilling a strong service culture focused on responsiveness, empathy, and client success. - Overseeing daily support operations, prioritization, and triage ensuring timely and high-quality responses via email (CRM), calls, and Teams. - Owning and enhancing our digital support resources, including the Academy and Knowledge Base. - Driving AI and automation-focused improvements for operational efficiency and client enablement. - Conducting management reporting and analysis on function on a regular and ad-hoc basis. - Leading process improvements including writing SOPs. - Partnering cross-functionally with Client Success, Product, Data Ops, PS, and R&D to ensure smooth operations, seeking resolution for the client's benefit while also driving sustainable and scalable solutions. Qualifications Required: - 4-7 years of experience in customer support, ideally in B2B SaaS or fintech. - 2+ years in a leadership or support ops role. - Experience with CRM/ticketing tools (HubSpot, Zendesk, Salesforce, etc.). - Experience or strong interest in AI, chatbots, or digital client support solutions. - Excellent communication, problem-solving, and process-improvement skills. - Demonstrated ability to lead by example in a hands-on support or client-facing role. At Landytech, you will have the opportunity to work in a fast-growing fintech company that is revolutionizing investment reporting. You will also benefit from regular socials and being part of an international team with offices in London, UK, and Paris, France. Additionally, you will enjoy a hybrid style of work with 2 days working from our office in Pune, India and private medical insurance for you and your family members.,