Green Visor Capital

Management Company, LLC

Technical Support Program Manager (Integrations) at Simpl
Bangalore, IN / Karnataka, IN
The Platform Integrations team has an exciting opportunity for a Technical Support Program Manager 
who will specialize in merchant support readiness and response activities. 
The Technical Support Program Manager will lead a team of technical support analysts within our 
Platform Integrations organization to devise new product launch strategies as well as existing support 
framework to ensure we provide exceptional support of products we bring to market. Additional 
responsibilities of this role include serving as the merchant support contact for technical issues in this 
category, identifying and escalating trending issues, and working with product, engineering, quality, 
finance and marketing teams to communicate resolutions to merchant facing staff. 

 

Who is the ideal candidate 
The ideal candidate will have a strong project management and customer service background (B2B), 
technical aptitude, passion for fintech, and the ability to utilize data to provide actionable insights 
toward the improvement of the merchant experience. The candidate will set up processes, tools and 
teams to keep the merchant experience 'Simpl' with a merchant first attitude. 

 

Responsibilities 
● Develop the SLA governance and the related Metrics / KPIs 
● Document, agree, monitor, measure, report and review the level of support services 
provided to the merchant as per the Governance models agreed 
● Provide and improve relationship and communication with the internal teams and merchants 
● Ensure that specific and measurable targets are developed for all types of support requests 
● Monitor and improve merchant satisfaction with the quality of support delivered 
● Monitor service performance against SLAs 
● Ensure that proactive measures to improve the levels of support delivered are implemented 
wherever it is cost-justifiable to do so 
● Determine, document and agree requirements for new services and produce SLRs 
● Conduct service reviews and instigate improvements within an overall SIP 
● Management experience ability to lead and mentor others in a constructive and collaborative 
manner, aiding the team in their development 
● Identify opportunities to improve systems and processes, present clear business cases to 
gain support from stakeholders, and work effectively across organizations to implement 
solutions 

 

Required Skills 
● 6-8 years of proven service delivery experience 
● Knowledge of ITIL processes 
● Degree in Computer Science or relevant field 
● Deep technical understanding of micro-services & API-first architectures, JSON, etc. 
● Critical thinking with a strong data analysis background 
● Excellent project management, written and verbal communications skills 
● Previous experience dealing with support cases or requests via e-mail, chat, etc. 
● Practical experience of tools like: 
• JIRA 
• Zendesk 
• Loggly 
• SQL 
● Data visualization experience using MS Excel, Tableau, etc. 
● Excellent customer service skills 
● Understanding of software development cycle 
● Demonstrable experience leading cross-functional teams 
● Strong presentation creation and delivery skills
 
Desirable Skills 
● Familiarity with the E-commerce & Payments space is advantageous 
● Understanding of change and release management 
● Lean Six Sigma training is a plus