Customer Support Manager

Your Role:

• Lead & Develop: Hire, mentor, and manage a customer support team that excels in product knowledge, user support, and the US banking system.
• Performance Management & Development: Own team performance by setting clear goals, tracking key metrics, and fostering continuous improvement.
• Process Improvements, AI & Automation: Refine support processes with AI tools and automation, taking ideas from pilot to production.

Cross-Functional Collaboration:

• Work with compliance, engineering, product, and banking partners to resolve complex issues and improve product based on support interactions.
• Customer Advocacy: Champion customers with data-driven insights and compelling narratives.
• Hands-On Leadership: Dive into tickets during peak times, be a sounding board for escalations, and lead on the front lines.