Senior Manager, Customer Support (Fintech)

TL;DR

Senior Manager, Customer Support (Fintech): Leading the transformation of customer support into an AI-powered operation for a real estate finance platform with an accent on AI auto-resolution and team development. Focus on transitioning the team from volume handling to expert-level problem solving and building high-signal feedback loops with engineering.

Location: Hybrid in Nashville, TN; remote teammates must be based in the US and be able to travel to Nashville at least twice per year

Salary: $140,000–$200,000 USD per year

Company

Built is an AI-powered platform transforming how real estate is financed, developed, and managed.

What you will do

• Drive key performance metrics including CSAT, first-contact resolution, and SLA achievement.
• Implement AI auto-resolution and deflection workflows from the ground up, partnering with the AI Systems Lead.
• Manage and develop a team of escalation handlers, an L1 team lead, and an AI systems lead.
• Lead the professional evolution of L1 agents into subject-matter experts as AI takes over routine volume.
• Own cross-functional relationships with Client Success, Marketplace Operations, and Product, Design & Engineering.
• Manage the support-to-engineering feedback loop, ensuring clean bug tickets and consistent voice-of-customer insights.

Requirements

• Proven experience managing customer support or customer-facing operations teams with a focus on individual development.
• Track record of managing to metrics such as CSAT, SLA, and FCR.
• Experience leading teams through operational transitions, scope shifts, or new toolset implementations.
• Strong cross-functional instincts for collaborating with engineering and product teams.
• Comfort operating within a B2B SaaS environment.
• Must be based in the US or be able to travel to Nashville, TN at least twice per year for company events.

Nice to have

• Familiarity with AI-assisted support workflows (chatbots, copilots, auto-resolution).
• Experience with knowledge base management to drive deflection.
• Background in construction finance, lending operations, or other regulated industries.
• Experience managing bug triage and VOC programs.

Culture & Benefits

• Competitive compensation package including equity/stock options.
• Unlimited PTO policy and uncapped vacation.
• Comprehensive medical, dental, and vision insurance.
• 401k with match and expedited vesting.
• Learning Grant program for ongoing professional development.