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Support Manager - B2B SaaS Fintech

4 years

0 Lacs

Pune Maharashtra India

Posted:1 week ago| Platform: Linkedin logo

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Skills Required

support saas reporting diversity data leadership coaching service empathy triage crm drive ai automation efficiency management analysis writing hubspot zendesk salesforce communication

Work Mode

On-site

Job Type

Full Time

Job Description

Landytech is on a mission to revolutionize the way that investment managers, asset owners and their advisors access asset information. Powered by Sesame, an industry-leading investment reporting platform, we are helping clients in over 15 countries make informed investment decisions and deliver insights faster.The company is growing rapidly and it's an exciting time to join, having secured $12M in Series B funding in January 2023. In just four years, it has gone from two co-founders to a team of almost 100 staff, with offices in London and Paris. At Landytech, we see diversity as our strength with a team from over 15 countries and 14 languages spoken.

Team & Role

We are looking for a hands-on and strategic Support Manager to lead and scale our global client support function. This role will be based in Pune and will oversee a small but growing team responsible for front-line client support.You will work closely with our Client Success Managers, Product Specialists, Data Operations, Professional Services and R&D teams to deliver a seamless and high-quality support experience.You will be a true player-coach - providing leadership to the team while actively engaging in support interactions and leading by example.

Key Responsibilities

  • Lead and mentor a small support team in Pune, ensuring coverage, coaching, and continuous skill development
  • Act as a player-coach: lead the team while staying hands-on with support cases and client communication
  • Instil a strong service culture focused on responsiveness, empathy, and client success
  • Oversee daily support operations, prioritisation, triage ensuring timely and high-quality responses via email (CRM), calls, and Teams
  • Own and enhance our digital support resources, including the Academy and Knowledge Base
  • Drive AI and automation-focused improvements for operational efficiency and client enablement
  • Management reporting and analysis on function on a regular and ad-hoc basis
  • Process improvement inclduing writing SOPs
  • Partner cross-functionally with Client Success, Product, Data Ops, PS and R&D to ensure smooth operations, seeking resolution for the client's benefit whilst also driving sustainable and scalable solutions

Requirements

  • 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.

Our Benefits

  • An opportunity to work in a fast-growing fintech revolutionizing investment reporting
  • Regular socials and being part of an international team with an HQ in London, UK and office in Paris, France as well
  • Hybrid style of work/ 2 days working from our office in Pune, India Private medical insurance for you and your family members

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