Technical Support Manager

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 Prodigals Intelligence Engine (PIE) were 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 weve 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 youll 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 youll 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 youll 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.

Youll 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 Youll 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 Youll 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 theyre 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 Were 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

From day 1 Prodigal has been defined by talented humble and hungry leaders and we want this mindset and culture to continue to blossom from top to bottom in the company. If you have an entrepreneurial spirit and want to work in a fast-paced intellectually-stimulating environment where you will be pushed to grow then please reach out because we are looking to build a transformational company that reinvents one of the biggest industries in the US.

To learn more about us - please visit the following:

Our Story - shapes our thinking - website - Experience:

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