Senior Manager, Client Operations

📋 Description

• Lead and transform operational support for fintech client operations.
• Own service performance metrics: SLAs, FCR, response times, CSAT, backlog, cost efficiency.
• Coordinate technical incident response with engineering, partners, and clients.
• Manage root cause analyses and implement corrective actions.
• Senior operational partner for enterprise clients with strong communication and transparency.
• Oversee multi-channel support: phone, email, chat, disputes, account support.

🎯 Requirements

• 8+ years in client/support operations or similar leadership in fintech/payments/SaaS/regulatory
• Experience leading technical incident response and presenting root cause analyses.
• Proven ability to support enterprise accounts and communicate with executives.
• Experience leading support teams, contact centers, and third-party providers.
• Deep understanding of payments operations, AML/KYC, regulatory PCI DSS.
• Experience implementing or migrating CCaaS, CRM, telephony, ticketing, or AI support.

🎁 Benefits

• Competitive compensation aligned with experience and impact.
• Fully remote work environment with focus on results.
• Comprehensive health, dental, and vision benefits.
• Paid time off and work-life balance support.
• Ownership of critical operational initiatives with visible impact.
• Exposure to senior leadership and strategic decision-making.