Customer Support Executive

Customer Support Executive (Fintech SaaS — Credit Risk) About the role We’re looking for a Customer Support Executive who has worked in a software product company (preferably fintech) and can support enterprise banking users—primarily Credit Risk teams. You’ll be the first line of ownership for customer issues, combining strong domain understanding in credit risk with hands-on troubleshooting to keep our users successful. What you’ll do Own L1/L2 support: Triage, reproduce, and resolve tickets via email/online conference/phone; escalate to Product/Engineering with crisp context and logs. Be the product & domain expert: Understand the product features and guide users on best practices. Investigate with data: Use basic SQL/queries, logs, and dashboards (e.g., Grafana/Kibana) to pinpoint issues and validate fixes. Customer communication: Provide timely updates, manage expectations with SLAs/OLAs, and turn complex findings into clear, non-jargon summaries. Incident handling: Coordinate severity calls, publish RCAs/post-mortems, and ensure follow-through on corrective actions. Quality & process: Maintain runbooks, macros, and knowledge base; spot patterns and propose product/UX improvements. Compliance-aware support: Handle data securely; follow processes aligned to banking InfoSec requirements. Voice of customer: Channel feedback into product roadmaps and documentation; help shape training and go-live checklists. Must-have qualifications Minimum 2 years in B2B software product support (SaaS) with fintech/banking exposure. Working knowledge of credit risk concepts (e.g. scorecards, bureau data, covenants/EWS alerts, NPA/GNPA terminology). Comfortable with basic SQL and using ticketing systems (e.g., Zendesk/Freshdesk/Jira). Clear written & verbal communication with enterprise stakeholders (A/C Managers, Risk Analysts, PMs, Engineers). Experience running SLA-driven support with thoughtful escalations and crisp documentation. Nice to have Familiarity with banking data sources (CIBIL/Experian, statement parsers, bank connectors), and UPI/collections flows. Exposure to monitoring/logging tools (Grafana, Kibana, CloudWatch). Understanding of RBI guidelines, EWS practices, or Basel-aligned risk parlance (at a working level). Ability to run basic data checks (CSV/Excel, Looker/Metabase dashboards). Comfort with on-call rotations for major incidents/releases. How you’ll be measured (KPIs) SLA adherence / First Response Time / Resolution Time CSAT and qualitative feedback from bank users Ticket deflection via quality of knowledge base & macros Bug reproduction quality and time-to-engineering handoff RCA quality and follow-through on corrective actions Working model Location: Bengaluru Hours: Banking business hours with occasional after-hours/on-call during releases or sev-1 incidents. Employment: Full-time. Compensation & growth Competitive salary with performance incentives. Clear growth path into Senior Support / Solutions / Product Operations based on ownership and impact. Equal opportunity We’re an equal opportunity employer and value diversity. We consider all applicants without regard to race, religion, gender identity, sexual orientation, age, or disability.