Customer Support Manager
About AbleCredit
AbleCredit has built a foundational AI platform to help BFSI enterprises reduce OPEX by up to 70% by powering workflows for onboarding, claims, credit, and collections. Our GenAI model achieves over 95% accuracy in understanding Indian dialects and excels in financial analysis.
The company was founded in June 2023 by Utkarsh Apoorva (IIT Delhi, built Reshamandi, Guitarstreet, Edulabs); Harshad Saykhedkar (IIT Bombay, ex-AI Lead at Slack); and Ashwini Prabhu (IIML, co-founder of Mythiksha, ex-Product Head at Reshamandi, HandyTrain).
The Opportunity
We are looking for a Customer Support Manager to own day-to-day customer support operations and ensure our customers get fast, reliable resolutions. You will help build a scalable support function owning SLAs, triaging issues, and working closely with Implementation, Product, and Engineering to resolve and prevent customer issues.
What You Will Do?
● Own end-to-end customer support operations across chat, email, and ticketing channels.
● Track SLAs for first response and resolution times across ticket severities.
● Triage and prioritise incoming issues, resolving what you can directly and escalating complex or technical issues to Implementation, Product, or Engineering.
● Build and maintain a knowledge base, FAQs, and troubleshooting guides to reduce repeat tickets.
● Monitor support metrics; CSAT, ticket volume, resolution time, backlog and report trends to leadership.
● Identify recurring issues and root causes, and work with Product and Engineering to drive permanent fixes.
● Personally own escalated or high-severity customer issues, ensuring timely and clear communication until resolution.
● Collaborate with Implementation and Customer Success to ensure smooth handoffs and a consistent customer experience.
● Train and onboard new support team members on product knowledge, process, and tooling.
What You Need To Succeed?
- 3-5 years of experience in customer support, technical support, or support operations, ideally in SaaS or fintech.
- Familiarity with helpdesk or ticketing tools such as Zendesk, Freshdesk, Intercom, or similar.
- Basic understanding of APIs, JSON, integrations, and SaaS product configuration, to triage technical issues effectively.
- Experience defining and tracking SLAs and support metrics such as CSAT, resolution time, and ticket volume.
- Strong problem-solving skills and the ability to stay calm and structured under pressure on escalated or high severity issues.
- Clear, structured written and verbal communication.
- Exposure to BFSI, lending, or financial services customers is a plus.
- Comfortable working in a fast-paced startup environment with evolving processes.
Shubham Vishwakarma
Full Stack Developer - Averlon
About AbleCredit
About
AI that writes Credit Reports on its own !!
AbleCredit is a friendly, supportive credit assistant. It generates Credit Appraisal Memos based on your policies, without any human intervention.
Candid answers by the company
AI that writes Credit Reports on its own !!
AbleCredit is your friendly, supportive credit assistant. It generates Credit Appraisal Memos based on your policies, without any human intervention.
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Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon