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Senior Manager - Product Support

  • Mumbai, Maharashtra, India
  • Permanent
  • Product
  • 7 - 9 years
Job Title:

Senior Manager - Product Support

Job Description:

We are looking for…

a leader for the product support team, people who can solve problems for breakfast, and have the ability to pull diverse groups towards a common mission. 

Yes, some qualifications will help

Graduation with a minimum of 7 years of relevant experience


Experience Range:

7 - 9 years

Educational Qualifications:

B.Tech/B.E,

Job Responsibilities:


A Product Support Leader at IDfy is never bored

Here’s a typical day in the life of our product support

  1. Identify gaps and create escalation process for initiatives and develop unique solutions to standard processes
  2. Lead and provide support to the team while delivering client experience  
  3. Develop and write end user documentation to support issue resolutions, initiatives, and process/procedure/policy changes
  4. Customer problem resolution - Provide technical services to the customer, and solves problems of fundamental scope and complexity
  5. Be the client voice within the company
  6. New client onboarding
  7. Monthly reviews with clients to identify new use cases and increase adoption
  8. Proactive churn management
  9. Activation of dormant accounts
  10. Monthly MIS and participating in reviews/ strategy/ planning workshops

Skills Required:

Problem Solving, Communication Skills, Directing Teams, Data Analysis, Establishing Processes,

Candidate Attributes:

We are a ‘Match’ if you are… 

excited about innovating everyday in an empowered and inspiring work environment

  1. Strong Customer support Orientation
  2. Experience in managing tools, ticketing systems etc
  3. Experience in setting up processes, review mechanisms
  4. A conscientious approach to solving customer problems
  5. Strong communication skills - both verbal and written
  6. Data and process driven approach

The following skills would be an added advantage

  1. An understanding of the Financial Services and/ or employee background verifications
  2. An understanding of technology and SaaS products
  3. Exposure to global clients will be an added advantage

Job Code: KL-42PMRW3R
About Us
Eliminate Fraud. Establish Trust.

IDfy is an Integrated Identity Platform offering products and solutions for KYC, KYB, Background Verifications, Risk Mitigation, Digital Onboarding and Digital Privacy.

We establish trust while delivering a frictionless experience for you, your employees, customers and partners.

Only IDfy combines enterprise-grade technology with business understanding and has the widest breadth of offerings in the industry.

With more than 12+ years of experience and 2 million verifications per day, we are pioneers in this industry.

Our clients include HDFC Bank, Induslnd Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others.

We have successfully raised $27M from Elev8 Venture Partners, KB Investment, and Tenacity Ventures!
Why Us?
At IDfy, you will work on the entire end-to-end solution rather than a small cog of a giant wheel.

Thanks to our problem-centric approach, one in which we find the right technology to solve a problem rather than the other way around, you will always be working on the latest technologies.

You should be sold by now, but if you're not, here's some more. You'll have the chance to brainstorm in bean bags, strategise over foosball, and collaborate with a crew that's as quirky as it is brilliant.