Client Support Manager

Join our team as a Client Support Manager, where you will lead the day-to-day customer support function, manage and mentor the client support team, and drive continuous improvement in our support processes. You will serve as the primary escalation point for complex client issues, optimize support tools and systems, and develop regular reporting and insights for the management team. This role requires 3-7 years of experience in leading and scaling a customer/client support team, excellent interpersonal skills, and a strong understanding of financial products and markets.

• Lead the day-to-day customer support function, including monitoring and triaging tickets, resolving client issues, and establishing best practices.
• Build, manage, and mentor the client support team, fostering a culture of excellence and accountability.
• Serve as the primary escalation point for complex client issues; remove blockers and support the team through resolution.
• Comfortable working in a fast-paced startup environment with changing priorities
• Independent self-starter who can execute with minimal supervision
• Client focus and empathy
• 3–7 years of experience leading and scaling a customer/client support team
• Experience with ticketing systems, workflows, and SLA-driven support operations
• Excellent interpersonal skills and active listening
• Knowledge of financial products and markets, or experience in a fintech environment
• Hands-on leader who can balance team management with direct client support work
• Understanding of relational databases and experience with SQL queries
• Ability to manage multiple priorities and partner effectively with cross-functional stakeholders
• Strong verbal and written communication skills
• Experience supporting a SaaS product in a technical support environment; comfortable with

technical terminology and troubleshooting

• Experience with Zoho, Zendesk, or similar ticketing systems
• Proficiency in Microsoft Office Suite