Product Support Manager

Product Support Manager – AI Platform

Exp : 8-14 Years

Location : Chennai

Preferred candidate who can start early

About Us :

Intellect Design Arena Ltd is a global leader in enterprise-grade financial technology, delivering

composable and intelligent solutions to forward-looking financial institutions across 61 countries.

With three decades of domain expertise, our product suite spans Wholesale Banking, Consumer

Banking, Central Banking, Wealth, Capital Markets, Treasury, Insurance and Digital

Technology for Commerce. Applying First Principles Thinking and Design Thinking, we have

elementalised the financial services landscape into a finite set of Events, Microservices, and

APIs, enabling faster, modular transformation with measurable outcomes.

At the heart of this are eMACH.ai, the world’s most comprehensive, composable and intelligent

open finance platform; Purple Fabric, the world’s first Open Business Impact AI platform; and

iTurmeric, our composable platform for seamless integration and configuration. We are a pioneer

in applying Design Thinking and our 8012 FinTech Design Center, the world’s first Design

Center dedicated to Design Thinking Principles, underscores our commitment to continuous and

impactful innovation, addressing the ever-growing need for digital transformation. We proudly

serve over 500+ customers worldwide, supported by a diverse workforce of solution architects,

and domain and technology experts in major global financial hubs.

For more information, visit www.intellectdesign.com

Summary :

We are seeking an accomplished Support Manager to lead and scale our enterprise-grade global support operations for our cutting-edge AI platform. This is a mission-critical role responsible for delivering exceptional customer experiences and enabling long-term customer success across industries and geographies. As a support manager you will define the vision and strategy for our support organization, establish robust operational processes, and build a world-class team that serves enterprise clients 24 / 7.

What You’ll Do :

• Define and execute the global support strategy aligned with business objectives, focusing on scalability, automation, and customer-centricity
• Oversee multi-regional support teams, ensuring comprehensive global coverage with consistent service excellence
• Build and lead a high-performance team of support managers and specialists, starting with the core hub in Chennai
• Develop and implement best-in-class support infrastructure, including tools, knowledge base, SLAs, and escalation workflows
• Act as a trusted partner to Product, Engineering, Customer Success, and Sales to surface customer insights and resolve complex issues
• Drive continuous improvement using data and analytics, monitoring key metrics such as resolution time, CSAT, NPS, and first-contact resolution
• Lead transformation initiatives including AI-driven support models, self-service capabilities, and proactive support strategies
• Establish and maintain strong executive relationships with enterprise clients, ensuring high satisfaction and retention

What We’re Looking For :

What We Offer

Our Commitment to Diversity

We are committed to creating a diverse and inclusive workplace where everyone belongs. All

applicants are considered based on merit, without bias to race, religion, gender, age, disability, or

background.