Customer Support Manager

This is a Fully Remote Job
About Our Client:
The organization operates in the fintech industry, providing a comprehensive finance stack designed specifically for startups and small businesses. Since its launch in 2019, the company has grown to serve over 450,000 customers globally. It addresses the challenge of delivering seamless financial services and support to a diverse and rapidly expanding customer base, focusing on enhancing customer experience even in complex and demanding scenarios.
About the Opportunity:
The CUSTOMER SUPPORT MANAGER role is critical in scaling and improving the customer support function. This position leads a team dedicated to managing customer interactions and operational tasks, ensuring high-quality support and contributing to the overall customer experience. The manager collaborates with various internal teams to enhance products and customer-facing processes, directly impacting customer satisfaction and operational efficiency.
Responsibilities:
Hire, mentor, and manage a customer support team focused on product knowledge and user support within the US banking system context
Set clear goals, track key metrics, and drive continuous team performance improvement
Foster a culture of learning and professional growth with regular feedback and coaching
Develop and refine support processes, integrating AI and automation while ensuring compliance with regulatory standards
Collaborate cross-functionally with compliance, engineering, product, and banking teams to resolve issues and improve customer experience
Advocate for customers using data-driven insights
Provide hands-on leadership during peak times and critical issues
Requirements:
Minimum of 3 years leading customer support or user-facing teams, preferably in high-growth technology companies
Collaborative leadership style and experience sharing functional ownership
Experience structuring support teams for fast growth
Strong mentoring and teaching skills
Proven cross-functional partnership experience including with engineering, product, risk, and compliance
Proficiency with data visualization tools such as Omni or Metabase
Experience managing complex operational projects involving multiple teams
Empathy toward supporting entrepreneurs
Ability to analyze complex problems and use imperfect data for decision-making
Critical thinking and rigorous process design skills
Creativity within challenging constraints
Pay Range and Compensation Package:
The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.
Benefits & Perks:
Medical insurance
Dental insurance
401(k)
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Skills
Customer Support

Experience
3+ yrs

Work arrangement
Yes