Product Support Manager

Product Support Manager – AI Platform Exp: 8-14 Years Location: Chennai Preferred candidate who can start early -------------------------------------------------------------------------------------------------------------- About Us: Intellect Design Arena Ltd is a global leader in enterprise-grade financial technology, delivering composable and intelligent solutions to forward-looking financial institutions across 61 countries. With three decades of domain expertise, our product suite spans Wholesale Banking, Consumer Banking, Central Banking, Wealth, Capital Markets, Treasury, Insurance and Digital Technology for Commerce. Applying First Principles Thinking and Design Thinking, we have elementalised the financial services landscape into a finite set of Events, Microservices, and APIs, enabling faster, modular transformation with measurable outcomes. At the heart of this are eMACH.ai, the world’s most comprehensive, composable and intelligent open finance platform; Purple Fabric, the world’s first Open Business Impact AI platform; and iTurmeric, our composable platform for seamless integration and configuration. We are a pioneer in applying Design Thinking and our 8012 FinTech Design Center, the world’s first Design Center dedicated to Design Thinking Principles, underscores our commitment to continuous and impactful innovation, addressing the ever-growing need for digital transformation. We proudly serve over 500+ customers worldwide, supported by a diverse workforce of solution architects, and domain and technology experts in major global financial hubs. For more information, visit Summary: We are seeking an accomplished Support Manager to lead and scale our enterprise-grade global support operations for our cutting-edge AI platform. This is a mission-critical role responsible for delivering exceptional customer experiences and enabling long-term customer success across industries and geographies. As a support manager you will define the vision and strategy for our support organization, establish robust operational processes, and build a world-class team that serves enterprise clients 24/7. What You’ll Do: • Define and execute the global support strategy aligned with business objectives, focusing on scalability, automation, and customer-centricity • Oversee multi-regional support teams, ensuring comprehensive global coverage with consistent service excellence • Build and lead a high-performance team of support managers and specialists, starting with the core hub in Chennai • Develop and implement best-in-class support infrastructure, including tools, knowledge base, SLAs, and escalation workflows • Act as a trusted partner to Product, Engineering, Customer Success, and Sales to surface customer insights and resolve complex issues • Drive continuous improvement using data and analytics, monitoring key metrics such as resolution time, CSAT, NPS, and first-contact resolution • Lead transformation initiatives including AI-driven support models, self-service capabilities, and proactive support strategies • Establish and maintain strong executive relationships with enterprise clients, ensuring high satisfaction and retention What We’re Looking For: • 10+ years of experience in technical/product support or customer experience roles, with 4+ years in team leading positions • Proven success in building and scaling global support operations for SaaS, PaaS, or AI/ML platforms in high-growth environments • Deep understanding of support technologies including Zendesk, Jira, Intercom, Salesforce Service Cloud, and AI-based ticketing systems • Strong background in enterprise customer support, with a focus on operational excellence and strategic problem-solving • Excellent leadership, communication, and cross-functional collaboration skills • Demonstrated ability to manage support teams across time zones and cultures • Experience working closely with C-level executives and driving board-level support strategy discussions. What We Offer Opportunity to work with a first-of-its-kind AI platform that is reshaping how banks drive growth, efficiency, and innovation. Competitive base salary plus performance-based bonus. Accelerated career growth in AI-led enterprise sales. A collaborative and inclusive environment driven by innovation and purpose. Access to deep domain learning, coaching, and exposure to global banking leaders. Our Commitment to Diversity We are committed to creating a diverse and inclusive workplace where everyone belongs. All applicants are considered based on merit, without bias to race, religion, gender, age, disability, or background.