Technical Support Manager

The Role

As Technical Support Manager at Prodigal, you'll own two things simultaneously: running a tight, responsive support function and acting as the primary relationship owner for a set of assigned accounts. On the support side, you'll be the first line of defense for client-reported bugs, incidents and platform questions - triaging issues, coordinating with Engineering, and ensuring customers always feel heard and in the loop. 

On the relationship side, you'll manage a portfolio of accounts with the same depth and intentionality as a seasoned account partner - driving product adoption, flagging health risks early, and making customers feel like they have a dedicated point of contact at Prodigal.

You'll lead and develop one support resource, set the tone for what great customer service looks like at Prodigal, and report directly to the Lead - Customer Success and Deployments.

What You'll Do

Support Operations

• Customer and Engineering Liaison
• Act as the primary interface between customers and the Engineering team, translating complex issues into precise, reproducible bug reports and managing them through to resolution.
• Knowledge Management and Documentation
• Establish and maintain crucial institutional knowledge by developing support playbooks, known issue logs, and comprehensive resolution documentation to prevent knowledge silos.
• Team Leadership and Mentorship
• Manage and mentor a support resource, providing regular work reviews, focused skill development, and strategic scaling of coverage as the team expands.
• Incident and Queue Management
• Take full ownership of the Intercom queue, ensuring rapid and clear triage, prioritization, and response to customers-reported bugs, incidents, and platform queries.
• Lead all customer communication during platform downtime, providing timely updates, realistic estimated times of arrival (ETAs), and professional post-incident summaries.
• Process Improvement and Proactive Solutions
• Proactively identify patterns in recurring issues and collaborate with Engineering and Product teams to implement permanent solutions, moving beyond temporary workarounds.

Account Ownership

• Own the end-to-end relationship for ~10 assigned accounts, acting as their primary point of contact across onboarding questions, check-ins, and escalations
• Conduct regular business reviews, monitor product usage and adoption, and surface friction before it becomes a formal escalation
• Proactively identify risk signals -  unusual silence, declining engagement, repeated tickets - and intervene early
• Maintain accurate account health records, activity logs, and notes in Salesforce
• Coordinate with Implementation Managers on accounts with active deployment activity
• Track account tasks and follow-ups, ensuring nothing falls through

What You'll Learn

• AI agents in the wild: Deep exposure to how AI Agents are deployed, monitored, and iterated on in live production environments - across collections and loan servicing use cases
• Consumer finance operations: How leading US lenders and collections agencies run their contact centers, what drives their priorities, and where AI creates the most leverage
• Cross-functional influence: How to work across Engineering, Product, and Implementations in a fast-moving startup - advocating for customers without losing credibility internally
• Scalable support design: How to build support processes, playbooks, and escalation frameworks from the ground up - before they're needed, not after
• Enterprise relationship management: The art of owning customers relationships with varying levels of complexity -  managing expectations, navigating difficult conversations, and building long-term trust

What We're Looking For

• 3+ years in a customer-facing role - support and customer success - at a B2B SaaS company
• Proven ability to manage customers relationships end-to-end, including proactive outreach, health monitoring, and executive communication
• Strong written and verbal English - able to communicate clearly with US-based customers , including during high-pressure incident situations
• Hands-on experience with tools like Intercom, Salesforce, or Asana (or close equivalents)
• Comfortable working the 3 PM – 12 AM IST shift, with adjustments for DST transitions
• Team lead experience or clear readiness to manage and develop junior team members
• Bonus: Prior exposure to voice AI, conversational AI, contact center technology, or collections/lending software

Mode of work - Hybrid