Be the strategic point of contact for escalated support inquiries, ensuring timely, accurate, and service-oriented responses.
Lead, coach, and develop the Customer Support team through mentorship and clear expectations.
Build and optimize operational workflows using Zendesk’s full product capabilities, (including ticket tagging, automation, and visibility/performance dashboards).
Improve and expand the Help Center to drive self-service adoption and reduce inbound volume.
Lead and implement the AI support chat project, ensuring thoughtful integration into the broader support ecosystem.
Partner cross-functionally with Product, Engineering, and Operations to resolve issues, improve processes, and advocate for partner needs.
Identify trends in support data and translate insights into improvements.
Build strong relationships with internal stakeholders and external partners to ensure alignment and trust.

3+ years in Customer Support, Partner Support, or a similar client-facing role (fintech, SaaS, or financial services preferred).
1-3 years of leadership experience, either managing people or leading complex cross-functional initiatives.
Experience building or optimizing support systems (Zendesk strongly preferred).
Strong operational mindset with the ability to design scalable processes.
Excellent written and verbal communication skills.
Data-driven decision maker who is comfortable analyzing support metrics and performance trends.
Organized, detail-oriented, and comfortable managing multiple priorities simultaneously.
A partner-first mindset with patience, empathy, and a solutions-oriented approach.
Comfortable operating in a fast-growing, evolving environment.

Senior Manager, Customer Support

Key skills