Customer Support SaaS Manager

About us

At Fenergo, we're not just building software—we're transforming how the world's leading financial institutions fight financial crime. Headquartered in Dublin and trusted by over 100 of the world's top financial institutions, we're on a mission to change the game. 

We're more than a global leader in AI-powered client lifecycle management—we're reimagining how financial institutions tackle compliance. From Know Your Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations, we turn complexity into clarity. Our FinCrime Operating System, powered by agentic AI and intelligent automation, helps financial institutions move faster, act smarter, and stay safer across 120+ countries. 

But we don't stop there. 

At Fenergo, we believe in a world where financial institutions aren't just compliant—they're confident. Where technology doesn't just meet regulations—it stays ahead of them. Our mission is to empower financial institutions to stop financial crime and create a safer world.  

Every product we build, every innovation we deliver, and every partnership we forge is shaped by that belief. We're tackling some of the toughest challenges in financial technology. From speeding up onboarding to uncovering hidden risks, our work empowers banks to serve their customers with speed, integrity, and peace of mind. 

Join us, and be part of a team that's building smart solutions, solving real problems, and shaping the future—together. 

Overview of Role

To enhance our global support team, we are hiring a Customer Support SaaS Manager with strong, proven customer facing services experience in the IT market to support our customers. The role will build and expand upon our professional and quality support service to Fenergo customers and ensure customer satisfaction by meeting or exceeding internal Service Level Agreement targets and expectations. The successful candidate is expected to maintain a professional, courteous and customer service focused attitude always.

This role will apply a mix of technical leadership, analysis of production defects, incident, activity prioritisation, as well as interacting directly with Fenergo's customers, and help manage day to day priorities of local Customer Support team. The role will have a regional team reporting into them and will need to align processes to worldwide standard.

Due to the global nature of our business and Customer Support team, there may be a requirement for travel and for work to be completed outside of usual business hours as per our flexible working policies.

Main Responsibilities

• Primary responsibility is to provide excellent direct customer support service to Fenergo's clients in APAC
• Manage the customer support interactions with all customers in regional and team that supports them
• Support & maintenance of SaaS web applications
• Ensure support requests are managed and resolved within the agreed service level agreement (SLA)
• Ownership of critical or major incidents for Fenergo's EMEA Region
• Provide regular updates to Stakeholder (internal and external) to ensure they kept fully informed
• Retain ownership of customer escalations through to resolution to ensure a high level of user satisfaction
• Working with engineers and developers to ensure deadlines are met
• Creation and updating Knowledge Base
• Close cooperation with other members of the technical teams, external suppliers, and the technical team on the client side.
• Interacting with other teams within Fenergo
• Providing proactive analysis of customer issues to ensure feedback into customer and Fenergo technical teams to overcome customer paint points
• Providing proactive notification and management of customer issues
• Manage team of support analysts, their priorities, objectives and goals
• Be primary contact for customer escalations and own these through to resolution and customer satisfaction
• Ensure content for AI consumption and ensuring AI accuracy in responses

Requirements

Minimum Requirements

• Experience working in a Technical Customer Support environment with SaaS applications
• Good understanding of SaaS software principles
• Ability to communicate clearly and effectively with customers and internal teams
• Demonstrate Customer focus and empathy

Our promise to you

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.

What we value is at the CORE of how we succeed:

• Collaboration: Working together to achieve our best
• Outcomes: Drive Success in every engagement
• Respect: A collective feeling of inclusion and belonging
• Excellence: Continuously raising the bar

Benefits

What's in it for you?

• Private healthcare cover
• 23 days annual leave
• 3 company days
  • Annual bonus opportunity
• Work From Home set-up allowance
• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management
• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more
• Buddy system for all new starters
• Collaborative working environment
• Extensive training programs, classroom and online, through 'Fenergo University'
• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies
• Defined training and role tracking to allow you see and assess your own career development and progress
• Active sports and social club