Manager- Enterprise Support

Who we are: Open is home to a bunch of hustlers who are on a mission to simplify business banking like never before. Right from driving Open Money, the world's fastest growing SME neobank that powers over 20,00,000 businesses to launching Zwitch, an industry-first no-code embedded finance platform, we are constantly trying to push boundaries at offering hearty customer-experiences. We're home to some of the smartest & brightest 550+ minds in the fintech space. We're a Series C funded startup backed by leading international funds like Temasek, Google, Tiger Global, SBI Holdings, 3one4 Capital, Speedinvest, Beenext, Recruit Strategic Partners, Unicorn India Ventures, Tanglin Venture Partner Advisors & Angellist. Our business offerings: Since our inception in 2017, we've launched a line of cutting-edge innovative products that are truly disrupting the banking game. : Trusted by Leverge Edu, Rupeek, Aisle, Arzooo & million others, Open started out by empowering entrepreneurs to focus on growing their business via our flagship product . At the heart of it is the Open business account that comes with a VISA business card & combines banking, payments, accounting, expense management & taxes, in one place. OpenBook: Launched in 2021, OpenBook is India's first business app that comes with a digital business account that empowers small & micro businesses to manage all their finances - from billing, banking to accounting & GST - in one place. Zwitch: Over the last 4 years, we have realized that embedding banking to product workflows is complex. That's why we built Zwitch - an embedded finance platform that offers API and no-code components for banking and compliance. It empowers businesses to build and integrate banking and financial features into any product out there!. BankingStack: Having been deployed at over 15 banks in India, BankingStack, a cloud native SME banking platform, has already created a dent in the current fintech space. This financial OS, empowers banks to launch & complement their own digital banking offerings thus offering a superior experience to customers. We are hiring for Manager - Enterprise Support (Zwitch) 6-10 yrs | Bangalore Office Responsibilities- . Become the expert in all Zwitch products, deeply understanding our processes and workflows in order to resolve user issues . Manage a small portfolio of users, to whom you'll be directly accountable for analyzing and improving their support experience, providing contextual insight regarding users experience with support to account team stakeholders . Spend the majority of your time troubleshooting complex user issues and communicating with Zwitch's highest value users, providing a white glove support experience, by email and occasionally by phone . Work with Engineering and other Operations teams to diagnose and solve technical user problems . Develop relationships with users and identify opportunities to improve support and overall experience with Zwitch . Analyze and optimize our support documentation and processes to improve users experiences and help scale our operations . Build and scale a team of Enterprise support engineers . Mentor, train and upskill existing team of support engineers Requirements- . Embodies an empathetic, user-first mindset and embodies Zwitch's operating principles . Has exposure to or experience with managing relationships with large, exceptionally complex/senior level stakeholders . Exhibits an investigative mindset, strategic thinking, high attention to detail, and cross-functional coordination skills . Can demonstrate technical aptitude, having experience with data analysis or use of technical tools to troubleshoot user issues . Has demonstrated ability to problem solve with minimal guidance in a rapidly changing environment . Has exceptional written, verbal, and presentation-based communication skills and the ability to translate complex solutions to users simply and clearly . Will work willingly at least two weekend days per quarter, and two holiday days per year - you'll receive a weekday off of your choosing the week following a weekend shift . Build a team of support engineers on shifts . Strong understanding of REST APIs Nice to haves: . Prior experience with or exposure to SQL, looker, and APIs . Some background experience in account management, customer experience, program management or project management . Comfortability learning new functions and features of technical products . Experience leveraging root cause analyses to make data driven decisions . Fintech experience is a plus Why work at Open . You'll be part of the early tribe that is changing the way business banking rolls . Every atom of your work will impact the way millions of businesses are run . You'll work with some the brightest minds who'll celebrate your quirks . You'll find growth & fun to be two-way streets - how you thrive and the way you jive, in turn drives Open