Product Support Manager at Plenti

At Plenti, we are on a mission to build Australia’s best lender. Since our launch in 2014, we have grown into a founder-led, ASX-listed fintech powerhouse with over $200 million in annual revenue and a loan portfolio exceeding $2 billion. We leverage smart technology to provide faster and fairer loans across the personal, renewable energy, and automotive finance markets. With a team of over 200 people, we offer an environment where you can truly make an impact while helping us reshape the financial ecosystem. We are ambitious, fast-moving, and always looking for talented individuals who are ready to take ownership of their work.

About the Role

We are looking for a Senior Product Support Manager to join our team in a full-time capacity. This role is perfect for someone who thrives in a dynamic environment and wants to play a key part in our continued growth. You will be instrumental in ensuring our internal support systems run smoothly, acting as a bridge between our technical teams and the wider business to deliver exceptional outcomes.

Key Responsibilities

• Manage the resolution of internal support tickets by providing expert troubleshooting, applying standard resolution tactics, and performing deep-dive investigations when necessary.
• Oversee triage and backlog management, which involves assessing business impact, escalating complex issues to the appropriate engineering teams, and keeping stakeholders updated on resolution timelines.
• Drive process improvements by creating comprehensive documentation and support runbooks while tracking key performance metrics like Mean Time To Resolve and Frequency of Occurrence.

Requirements

To be successful in this position, you should bring a blend of technical expertise and strong communication skills. We are looking for the following qualifications:

• At least 3 years of experience in a relevant support role with a proven track record of solving technical problems.
• Strong technical acumen, including the ability to query relational databases using SQL.
• The ability to explain complex technical concepts to non-technical audiences clearly.
• Experience working closely with Engineering teams.
• Excellent written and verbal communication skills, with a focus on documenting requirements and problem descriptions effectively.
• A collaborative mindset that allows you to excel both as an individual contributor and as a team member.

Location

This position is based in Australia and follows a hybrid work model.

Compensation and Benefits

We are committed to fostering a high-performing, diverse, and collaborative culture where everyone can share in our collective success. We offer the following benefits to support your professional and personal growth:

• Hybrid work arrangements to provide flexibility.
• Opportunities for professional development, including study leave.
• Support for community involvement through volunteer leave.
• Regular social events, office snacks, and company Townhalls to keep you connected with the team.
• Access to various Diversity and Inclusion initiatives.