Product Support

Product Support role is the operational backbone of the Product team. This position ensures that ad-hoc requests, day-to-day operational issues, and production incidents raised by internal stakeholders - including Customer Service, Finance, and Marketing are captured, triaged, and resolved efficiently, in close coordination with the relevant Product Managers.
By owning first-line triage, coordination, and data/insight support, this role frees Product Managers to focus on strategic roadmap execution, while ensuring the business receives fast, reliable, and well-documented support. This is a foundational role for the Product team as it scales, and is designed with two clear long-term growth paths into either Product Management or Product Analytics.
Key Responsibilities
1. Ad-hoc & Day-to-Day Operational Support
Serve as the first point of contact for ad-hoc requests and day-to-day operational queries from both internal (Customer Service, Finance, Marketing, and other business units) and external (vendor/partner) stakeholders.
Log, triage, and prioritize incoming requests, ensuring everything is tracked and managed within reasonable timeline.
Coordinate with the relevant Product Manager(s) to route requests to the right owner and follow through to resolution.
2. Production Issue Coordination
Act as the first responder for reported production issues, gathering context, reproducing the issue where possible, and assessing initial severity.
Escalate and coordinate with Product Managers, Engineering, and other relevant teams to drive issues to resolution.
Track issue status end-to-end and provide timely updates to affected stakeholders until closure.
Maintain a running log of recurring issues to help the Product team identify systemic problems and prioritize fixes.
3. Stakeholder Liaison
Build strong working relationships with Customer Service, Finance, Marketing, and other cross-functional teams to ensure smooth, responsive collaboration with Product.
Translate business requests into clear, actionable inputs for Product Managers, and translate Product decisions back into business-friendly updates for stakeholders.
Manage expectations on timelines and next steps, keeping stakeholders informed throughout the resolution process.
4. Data & Insight Support
Pull, compile, and validate data from database and system logs needed by Product Managers to diagnose issues, respond to requests, or support decision-making.
Prepare basic analyses, summaries, and dashboards to support Product Managers in identifying trends, root causes, and improvement opportunities.
Requirements & Qualifications
Experience
2-4 years of experience in product operations, business/product support, customer operations, or a related analytical/coordination role, ideally within fintech, banking, or a fast-paced tech environment.
Experience working directly with cross-functional stakeholders (e.g., Customer Service, Finance, Marketing, or Operations) is highly preferred.
Exposure to incident/issue management processes is a plus.
Skills & Attributes
Strong coordination and follow-through skills; able to manage multiple concurrent requests without losing track of priorities.
Comfortable working with data - able to pull, interpret, and present data clearly using tools such as SQL, Excel, or BI platforms (e.g., Holistics, Amplitude).
Clear and confident communicator, able to work effectively with both technical and non-technical stakeholders.
Calm and structured under pressure, especially when handling live production issues.
High ownership mindset with a proactive, solutions-oriented approach.
Nice to Have
Familiarity with Jira, Confluence, or similar issue-tracking and documentation tools.
Basic understanding of banking, payments, or lending products.