Client Support Manager (Fintech)

TL;DR

Client Support Manager (Fintech): Lead a team delivering high-quality technical and customer support for mortgage lending software, serving as escalation point for complex issues and managing service-level KPIs. Focus on strategic planning, workforce optimization, process improvements with AI tools, and driving customer success through adoption and satisfaction.

Location: US Remote

Salary: $92.9K – $134.5K

Company

Provider of technology solutions for mortgage lending and financial services.

What you will do

• Oversee day-to-day operations, performance, and strategic planning for the Client Support team.
• Manage workforce planning, staffing, scheduling, and budget to meet service-level targets.
• Analyze trends in volume, backlog, SLAs, CSAT, and customer health to drive data-informed decisions.
• Handle escalations, resolve critical issues, and collaborate with internal teams and clients.
• Partner with Sales and Account teams to boost product adoption, identify growth opportunities, and improve satisfaction.
• Develop support processes, maintain knowledge base, and leverage AI for efficiency gains.

Requirements

• 5+ years in technical support and/or customer service
• Strong interpersonal, written, and verbal communication skills for handling escalations
• Experience supervising or managing staff (preferred)
• Highly organized, self-motivated, with attention to detail
• Familiarity with mortgage lending practices, compliance, and workflow (strongly preferred)
• Relevant certifications (e.g., HDI, ITIL, ServiceNow, Salesforce Service Cloud) a plus

Culture & Benefits

• Empowerment, collaboration, individual achievement, and innovation focused environment
• Passion for learning, knowledge sharing, and helping others succeed
• Support for creating technology solutions that fuel financial growth and exceptional customer experiences