Technical Support Manager
Hybrid · Mumbai, Maharashtra, India
Job Summary
Lead a hybrid Technical Support function for a B2B SaaS AI agent platform in consumer finance; own incident triage, liaison with Engineering, develop support playbooks, mentor a support resource, manage ~10 accounts, conduct regular business reviews, monitor product usage and adoption, surface friction early, maintain accurate account health records in Salesforce, and coordinate with Implementation Managers. Drive customer relationships, ensure timely communications during downtime with ETAs, and scale support coverage as the team grows while gaining hands-on experience with AI agents in live production environments.
Required Qualifications
- 3+ years in a customer-facing role - support and customer success - at a B2B SaaS company
- Proven ability to manage customers relationships end-to-end, including proactive outreach, health monitoring, and executive communication
- Strong written and verbal English - able to communicate clearly with US-based customers, including during high-pressure incident situations
- Hands-on experience with tools like Intercom, Salesforce, or Asana (or close equivalents)
- Comfortable working the 3 PM – 12 AM IST shift, with adjustments for DST transitions
- Team lead experience or clear readiness to manage and develop junior team members
- Bonus: Prior exposure to voice AI, conversational AI, contact center technology, or collections/lending software
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