About Fini
Fini is a YC and Matrix-backed AI platform that automates up to 80% of support tickets with 98% accuracy. We handle over 1 million tickets monthly for fintech, SaaS, and marketplace companies including Fortune 500s, the U.S. Chamber of Commerce, and Bitdefender. SOC 2, GDPR, ISO 27001, and EU AI Act compliant.
About the role
We're looking for a Customer Service Support Manager who leads from the front, builds systems that scale, and raises the bar on what good support looks like. This is a full-time remote role where you'll own the quality and efficiency of Fini's customer support operations end to end.
Compensation: 35 LPA fixed + ESOPs
What you'll do
- Oversee day-to-day customer support operations and drive consistently high CSAT
- Develop and implement strategies to improve service quality, resolution speed, and team efficiency
- Manage and mentor the support team, fostering a culture of ownership and accountability
- Analyze customer feedback and support data to identify gaps and drive process improvements
- Collaborate cross-functionally with product and engineering teams to resolve recurring issues at the root
- Implement and optimize technical support processes across Zendesk, Salesforce, and Intercom
What we're looking for
- 2+ years in customer support or CX, with at least 1 year in a management or lead role
- Strong analytical skills with the ability to turn support data into actionable improvements
- Hands-on experience with Zendesk, Salesforce, Intercom, or similar platforms
- Excellent communication and team leadership abilities
- Experience managing regulated workflows in fintech or SaaS is a strong plus
- Proactive problem-solver who doesn't wait to be asked
- Degree in business, customer service management, or equivalent practical experience
What you get
- 35 LPA fixed, no hidden conditions
- ESOPs with 4-year vesting and 1-year cliff
- 100% remote, work from anywhere in India
- Health insurance for you and your family
- Home office setup stipend
- Annual learning budget
- Flexible PTO
