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.