Head - Technical Support & Customer Retention - FinTech (14-18 yrs)

Our client is leading Fintech organization based out of Bangalore looking for a Head of Technical Support.

Responsibilities:

- A seasoned, strategic, and result-driven Customer Support, Success & Services leader having a proven track record of delivering delightful customer experience and tangible business value to organization.

- Established and drove execution against the strategic and operational goals of the

- Tech-Support organization, including defining long-term objectives, building methods to measure success, and setting targets for key metrics.

- Designed, developed, and implemented processes, systems, and technology to manage and improve the Tech-Support operations & performance.

- Established strong cross-functional alignment with Engineering and Product

- Management leadership, to ensure timely problem management & delivery of bug fixing as per customer commitment.

- Lead and mentor a team of technical professionals L3 Support skilled on technology, problem solving and customer management.

- Managing escalations, ensuring customer success, running daily operations, collaborating with leaders from Commercial & Product Development teams, developing people and managing team performance effectively.

- Technical Support teams supporting Data Pipelines & Platform products for SaaS companies. Platforms primarily included Apache Spark, Apache Hadoop, Apache Flink, Apache Kafka, Apache Storm, HDFS, Redis along with DB such as Cassandra, MongoDB, as a part of Lambda architecture.

- Strong expertise in handling Tech Support function end to end.