Customer Solutions Manager

📋 Description

• Build and manage the Client Solutions support function and daily workflow.
• Train, coach, and support reps responding to inquiries.
• Develop and maintain support scripts, FAQs, onboarding guides, escalation workflows.
• Partner with Sales, Engineering, and product teams to ensure clear answers.
• Create triage processes for direct answers vs escalation and ownership.
• Monitor recurring questions and feedback to improve the client experience.

🎯 Requirements

• Bachelor's degree in finance, economics, business, or related field.
• 2–5 years in client solutions, customer support, or related roles.
• Experience training or mentoring juniors.
• Strong interest in finance/fintech and client experience.
• Excellent written and verbal communication skills.
• Ability to synthesize input into clear training materials.

🎁 Benefits

• Ground-floor leadership opportunity in a growing fintech.
• Build scalable client support model as Syntax Direct grows.
• Collaborative, fast-paced, team-oriented environment.
• Competitive base salary with annual incentive plan.
• Hybrid work arrangement in New York City.
• Opportunity to work with product and engineering stakeholders.