Job Description
Key Responsibilities
- Leadership & Team Excellence
- Lead and develop a high-performing technical support organization, fostering a culture of ownership, accountability, and proactive problem-solving.
- Customer Advocacy & Experience
- Champion customer advocacy by translating Voice of Customer insights, trends, and impact into prioritized actions for Product and Engineering.
- Continuously improve resolution speed, quality, and overall customer experience.
- Operational Excellence & Problem Management
- Drive reduction in recurring defects through structured root cause analysis and data-driven insights, ensuring long-term fixes over reactive support.
- Establish scalable processes to enhance efficiency, service quality, and consistency.
- Cross-functional Collaboration
- Partner closely with Engineering and Product teams, leveraging a strong understanding of development workflows, trade-offs, and prioritization frameworks to influence roadmaps and outcomes.
- Automation & AI Enablement
- Drive adoption of automation, AI, and workflow optimization to improve support efficiency, reduce manual effort, and enhance service quality.
- Platform Reliability & Connectivity
- Improve connectivity success rates and platform stability by identifying systemic issues and implementing sustainable solutions.
- Build automation frameworks to enhance operational scalability.
- Regulatory Alignment & Governance
- Ensure operations align with U.S. financial regulatory expectations, maintaining high standards of compliance, accuracy, and customer trust.
Core Responsibilities
Team Leadership & Performance
- Lead, coach, and develop a high-performing multi-channel support team
- Establish clear OKRs, KPIs, and performance benchmarks aligned to company growth and reliability goals
- Drive a culture of ownership, accountability, and continuous improvement
- Conduct structured performance reviews, skill development plans, and coaching cycles
- Build workforce planning and capacity forecasting models to support growth
Customer Experience & Operations
- Own end-to-end support operations across chat, email, and other digital channels
- Ensure SLA adherence, high-quality resolution, and strong first-contact resolution rates
- Improve and maintain key metrics including CSAT, NPS, resolution time, backlog health, and cost per ticket
- Identify recurring customer issues and proactively address systemic root causes
- Translate recurring incidents into structured problem statements for engineering teams
Automation & AI Enablement
- Champion automation to reduce manual workload and improve response times
- Identify opportunities to leverage AI tools (chatbots, auto-routing, sentiment analysis, self-service, knowledge bases, etc.)
- Partner with engineering and product teams to design and implement scalable support tooling architecture
- Continuously evaluate and optimize support tools and workflows
- Measure automation impact (deflection rate, time saved, cost efficiency, SLA improvement)
Connectivity Success & Platform Reliability
- Partner with SRE, Product & Engineering to improve and monitor connectivity success rate metrics
- Analyze support data to identify patterns in API failures, data sync issues, latency, or third-party integration disruptions
- Correlate ticket volume spikes with connectivity or performance degradation
- Drive initiatives that improve Connection stability, API success rate, Data refresh success rate, Time-to-recovery during incidents
- Ensure customer-facing communication during outages is proactive, transparent, and aligned with CX and Sales
Success in this role will be measured not only by ticket resolution metrics, but by measurable improvement in platform reliability and connectivity performance.
Customer & U.S. Financial Ecosystem Stewardshi
pThis leader represents customer trust within a regulated financial environment
- .Serve as a disciplined voice of the customer in cross-functional decision-makin
- gEnsure support communication reflects regulatory awareness and financial literac
- yPartner with Compliance and Risk to maintain adherence to U.S. financial regulation
- sElevate ecosystem-level risks (bank connectivity disruptions, aggregation failures, financial data flow issues
- )Protect brand credibility through precise, transparent, and compliant communicatio
- nOperational rigor directly supports trust within the broader U.S. financial services ecosystem
.Cross-Functional Partnershi
- pPartner closely with CX and Sales to understand customer friction points, onboarding challenges, and revenue-impacting escalation
- sWork with SRE (Site Reliability Engineering) to monitor incident patterns, service degradation, and uptime trend
- sCollaborate with Product Engineering to convert recurring tickets into backlog items and systemic fixe
- sAct as the voice of the customer by sharing insights and build a structured feedback loop with internal stakeholder
- sSupport new product launches by ensuring support readiness, training, and documentatio
- nParticipate in post-incident reviews and drive corrective and preventive action
- sTrack and report resolution effectiveness (recurrence rate, time to permanent fix, incident reduction trends
)Process Improvement, Analytics & Reportin
- gDesign, document, and optimize support processes and SOP
- sBuild dashboards tracking operational health, reliability metrics, and connectivity succes
- sUse data and analytics to monitor performance and drive decision-makin
- gProvide executive-ready reporting on
- :SLA adherenc
- eCSAT / NP
- SIncident recurrence rate
- sConnectivity performance trend
- sAutomation RO
IJob Requirement
- s13+ years in technical support, customer operations, or technical service delivery, preferably in fintech, SaaS, or technology-driven environment
- s4+ years of experience managing and scaling technical support team
- sStrong understanding of customer support tools (CRM, ticketing systems, chat platforms
- )Familiarity with fintech products, payments, banking, lending, or financial regulation
- sStrong understanding of APIs, integrations, reliability metrics, and incident management workflow
- sExperience partnering with SRE and Product Engineering teams on incident management and root cause resolutio
- nStrong analytical mindset with experience using dashboards and performance metric
- sProven experience driving process improvements and operational efficienc
- yHigh ownership orientation with structured problem-solving abilit
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