Client Servicing Team Lead (Fintech)

Location: Office - Boise, United States

Company

Financial technology company operating in investment accounting, investment operations, and client servicing.

What you will do

• Lead and manage a team of client servicing professionals, allocating work, monitoring delivery quality, and providing guidance, coaching, training, and knowledge management.
• Conduct regular one-on-ones and biannual performance reviews while supporting learning, career growth, succession planning, and team structure decisions.
• Design, implement, and track quantitative and qualitative metrics covering NPS, CSAT, CEM, SLA delivery, retention, ESS, gross margin, client churn, automation improvements, and employee attrition.
• Lead SteerCos and client relationship reviews, act as an escalation point for client issues, and maintain strong client relationships.
• Partner with product management, development, and sales teams to improve the client offering, operational tooling, and scalable processes.
• Ensure newly onboarded clients transition smoothly into steady-state client servicing operations and use Salesforce, Workday, Power BI, and related tooling to monitor team performance.

Requirements

• Bachelor’s degree in Accounting, Finance, Business, Mathematics, Sciences, or a related field.
• 7+ years of directly applicable experience in reconciliation, accounting, or finance.
• 2+ years of demonstrated success in a people manager role.
• Experience delivering measurable KPIs weekly and monthly in prior roles.
• Experience working in the finance or FinTech industry.
• Microsoft Excel proficiency, including VLOOKUP, SUMIF, Pivot Tables, and VBA.
• Strong computer skills, including proficiency in Microsoft Office; excellent attention to detail and documentation skills.
• Outstanding written and verbal communication skills, including clear and confident communication with small and large internal and external audiences.
• Strong organizational and interpersonal skills with exceptional problem-solving abilities.

Nice to have

• Familiarity with insurance and/or investment management market concepts.
• Knowledge of investment accounting or investment operations.

Culture & Benefits

• Full-time office-based position in Boise.
• Focus on teamwork, collaboration, continuous improvement, empowerment, and accountability.