Technical Support Manager

Mumbai At Prodigal, we are building AI Agents for loan servicing and collections. Founded in 2018 by IITB alumni, our journey began with one bold mission: to eradicate the inefficiencies and confusion that have plagued the lending and collections industry for decades. We are backed by Y Combinator, Accel and Menlo Ventures. Today, we stand at the forefront of a seismic shift in the industry, building Agentic AI applications for consumer finance. Powered by our cutting-edge platform, Prodigal’s Intelligence Engine (PIE), we’re creating the next-generation agentic workforce - one that empowers companies to achieve unprecedented levels of operational excellence and intelligence. With over half a billion consumer finance interactions processed and a growing impact on more than 100 leading companies across North America, we’ve established ourselves as the go-to partner for organizations that demand more from their AI solutions. Our unparalleled experience, coupled with our trusted customer relationships, uniquely positions us to build Agentic AI applications that will revolutionize the future of consumer finance. At Prodigal, we are driven by a singular, unrelenting purpose: to transform how consumer finance companies engage with their customers and, in turn, drive successful outcomes for all.

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,...

Process Improvement and Proactive Solutions

Proactively identify patterns in recurring issues and collaborate with Engineering and Product teams to implement permanent solutions... Account Ownership

Own end-to-end relationship for ~10 assigned accounts...
Conduct regular business reviews...
Proactively identify risk signals...
Maintain accurate account health records...
Coordinate with Implementation Managers...
Track account tasks...

What You'll Learn

AI agents in the wild: Deep exposure to how AI Agents are deployed...
Consumer finance operations: How leading US lenders run their contact centers...
Cross-functional influence: How to work across Engineering...
Scalable support design: How to build support processes...
Enterprise relationship management: The art of owning customers relationships...

What We're Looking For

3+ years in customer-facing role - support/customer success - B2B SaaS company.
Proven ability managing customer relationships end-to-end including proactive outreach...
Strong written/verbal English - communicate clearly with US-based customers including during incidents.
Hands-on experience with Intercom Salesforce or Asana (or equivalents).
Comfortable working 3 PM – 12 AM IST shift.
Team lead experience or readiness to manage junior team members.
Bonus: Exposure to voice AI conversational AI contact center tech or collections/lending software.

Mode of work - Hybrid

From day 1 Prodigal has been defined by talented humbleand hungry leadersand we want this mindsetand cultureto continue to blossom from top to bottomin company...