Manager, Client Support (Fintech)

TL;DR

Manager, Client Support (SaaS Treasury): Leading and developing a team of Client Support Analysts to deliver high-quality risk management solutions for digital treasurers with an accent on queue management and technical escalation. Focus on improving onboarding programs, optimizing SLAs through data-driven metrics, and integrating AI-powered support tools.

Location: Hybrid (10+ days per month in-office collaboration required)

Company

hirify.global Treasury provides integrated SaaS treasury and risk management solutions to empower organizations with visibility into cash, liquidity, payments, and financial risk.

What you will do

• Mentor and develop a team of Client Support Analysts, cultivating a culture of accountability and client-first thinking.
• Optimize onboarding and training programs to ensure consistent team expertise.
• Manage the Client Support queue lifecycle, driving timely triage and high-quality resolution.
• Serve as the primary technical resource for complex blocking issues and lead end-to-end escalations.
• Analyze key metrics, including SLAs and client satisfaction, to continuously improve support operations.
• Incorporate innovative support tools, including AI-powered solutions, to enhance team efficiency.

Requirements

• 5+ years of hands-on support experience with a track record of improving service standards.
• 2+ years in a leadership position with direct oversight of individuals.
• Proficiency with SaaS support tools and a data-driven approach to improving benchmarks.
• Strong communication and collaboration skills to manage cross-functional trust and priorities.

Nice to have

• Familiarity with RSA/Symantec and SQL/reporting tools.
• Knowledge of financial theory and treasury management.

Culture & Benefits

• Hybrid work model with flexibility for managers to determine in-office days.
• Professional development budget and a learning-centric environment.
• Competitive salary, bonuses, equity, and comprehensive physical and mental healthcare.
• Wellness reimbursement, R&R days, and generous vacation and parental leave policies.
• Catered lunches and fully-stocked kitchens.