Client Support Manager

As a Support Manager at Landytech, you will play a crucial role in overseeing the development and expansion of our global client support function. Your responsibilities will include: - Leading and guiding a small support team in Pune, fostering coverage, coaching, and ongoing skill enhancement - Acting as a player-coach, balancing leadership responsibilities with hands-on involvement in support cases and client communication - Cultivating a robust service-oriented culture centered on responsiveness, empathy, and client success - Supervising daily support operations, including prioritization, triage, and ensuring prompt and high-quality responses via email (CRM), calls, and Teams - Managing and enhancing our digital support resources, such as the Academy and Knowledge Base - Spearheading AI and automation-driven enhancements to boost operational efficiency and client empowerment - Conducting management reporting and analysis regularly and on an ad-hoc basis - Driving process improvements, including drafting Standard Operating Procedures (SOPs) - Collaborating cross-functionally with Client Success, Product, Data Ops, Professional Services, and R&D to ensure seamless operations, address client needs effectively, and implement sustainable and scalable solutions Qualifications required for this role include: - 4-7 years of customer support experience, preferably in B2B SaaS or fintech - 2+ years in a leadership or support operations role - Proficiency with CRM/ticketing tools like HubSpot, Zendesk, Salesforce, etc. - Experience in or a strong interest in AI, chatbots, or digital client support solutions - Exceptional communication, problem-solving, and process improvement capabilities - Demonstrated ability to lead by example in a hands-on support or client-facing capacity Joining us at Landytech, you will have the opportunity to be part of a rapidly expanding fintech company revolutionizing investment reporting. You will also enjoy regular social events and integration within an international team. Additionally, we offer a hybrid work style with 2 days in our Pune office, India, and private medical insurance coverage for you and your family members.,