Head - customer production support

Location: Mumbai

Experience: 12+ Years

At Veefin, support is where customer trust is won or lost. Every production incident, every escalation and every customer interaction shapes how our customers experience us.

As we continue to scale globally, we are looking for someone to build and lead our Customer Production Support function across Digital Lending, Supply Chain Finance, Trade Finance and Cash Management platforms.

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What will you won:

L1 and L2 support teams Production incidents and escalations Customer service governance SLA management and reporting Root cause analysis and problem management Support readiness for product releases Knowledge management and support processes Team hiring, development and performance

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What makes someone successful in this role:

This role sits at the intersection of customers, operations and technology. The ideal candidate understands how enterprise software platforms work, how integrations behave in production environments and how to navigate complex customer issues involving applications, databases, APIs and external systems. You do not need to be a developer or architect. However, you should be comfortable working with engineering, product and delivery teams to diagnose issues, drive resolution and communicate confidently with customer stakeholders.

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You should be equally comfortable in:

A production outage war room with engineers A customer escalation call with senior stakeholders An internal review on SLAs, backlog, RCA and team performance

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What success looks like:

Customers trust the support organisation Critical incidents are handled professionally and quickly SLAs are consistently met Repeat issues reduce over time Support becomes proactive, not reactive Teams scale without chaos Product and engineering teams receive structured feedback from the field

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What we are looking for:

12+ years of experience in enterprise software support, service delivery, production operations or managed services Experience managing and building support or service delivery teams Experience supporting enterprise software products in production environments Good understanding of enterprise application architecture, integrations, APIs, databases and production operations Strong ownership mindset Comfortable handling senior customer stakeholders and critical escalations Strong operational discipline and metrics orientation Experience in banking technology, fintech, enterprise software or other mission-critical platforms

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Why Veefin?

Direct exposure to leadership End-to-end digital working capital stack Only company is the last two decades building the entire transaction banking suite simultaneously Listed company with strong fundamentals High-growth trajectory Real opportunity to shape market category

We are not chasing the curve. We are defining it.

If you want to close transformational deals with financial institutions — and build something meaningful — this is your opportunity.

Let's get started.