Product Support Head - SaaS & Fintech needed in Lahore, Punjab, Pakistan

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Product Support Head - SaaS & Fintech

Company: WORKHUB AGENCY

Job Location: Lahore, Punjab, Pakistan

Job Type: FULL_TIME - (ON_SITE)

Job Salary: 0 USD per month.

Date Posted: April 06, 2025

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Job Description

About the RoleWe are seeking a Product Support Head to lead our global support team for our cutting-edge SaaS-based FinTech products. You will be responsible for defining support strategies, ensuring world-class customer experience, and driving continuous improvement in our support processes.Key ResponsibilitiesLeadership & StrategyDevelop and execute a customer-centric support strategy for our SaaS-based FinTech products.Lead and mentor a global team of support engineers and managers.Define KPIs, SLAs, and customer satisfaction metrics, ensuring continuous performance improvement.Collaborate with Product, Engineering, and Sales teams to enhance support processes.Drive automation and AI-driven solutions to improve response times and efficiency.Customer Support & Incident ManagementImplement and optimize a ticketing system (e.g., Zendesk, Freshdesk, Jira) to track and manage support requests.Develop a proactive support model, including predictive analytics to anticipate and prevent issues.Handle escalations, ensuring timely and effective resolution for high-priority incidents.Implement self-service portals, chatbots, and knowledge bases to improve customer experience.Process Optimization & ComplianceEnsure support processes align with FinTech compliance standards (e.g., PCI-DSS, GDPR, ISO 27001).Define root cause analysis (RCA) frameworks to reduce recurring issues.Work closely with DevOps and Engineering teams to ensure smooth deployments with minimal customer impact.Optimize the incident response and disaster recovery processes for high-availability environments.Customer Success & RetentionAct as a bridge between customers and product teams, gathering insights to improve product offerings.Develop training programs to upskill support teams on SaaS and FinTech product functionalities.Drive initiatives to improve customer retention, renewals, and Net Promoter Score (NPS).Establish VIP support tiers for enterprise customers and ensure high-touch engagement. Strong understanding of SaaS-based FinTech platforms, including APIs, security, and integrations.Experience with cloud platforms (AWS, GCP, Azure) and monitoring tools like Datadog, New Relic. Familiarity with SQL, REST APIs, and basic debugging techniques for troubleshooting. Hands-on experience with ticketing and CRM tools (Zendesk, Freshdesk, Jira, Salesforce, HubSpot).Knowledge of incident management frameworks like ITIL and DevOps support best practices.Leadership & Communication8+ years of experience in Product Support / Customer Success, with at least 3 years leading a global team Excellent communication skills, with experience managing C-level stakeholders and enterprise clients.Proven ability to scale support teams, implement automation, and optimise workflows.Strong analytical mindset with the ability to interpret customer feedback and support data to drive decisions.Ability to work in a fast-paced, high-growth SaaS and FinTech environment.

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