Client Support Manager

The Client Support Manager leads a client-facing support team that serves credit unions, ensuring exceptional service delivery and robust technical execution. This role blends customer service leadership with fintech expertise, overseeing daily support operations, managing escalations, and championing continuous improvement across core, digital banking, and payments solutions. The ideal candidate possesses a deep understanding of credit unions' operational needs, excels in a SaaS environment, and is committed to driving measurable improvements in client satisfaction, product adoption, and service performance.

Supervisory Responsibilities

● Provide direct supervision to assigned support representatives, including performance management, coaching, and professional development.

● Set clear performance expectations and monitor individual and team performance against service standards, service level agreements, and key metrics.

● Conduct regular check-ins, deliver constructive feedback, and support employee growth through targeted development plans.

● Manage workload distribution, scheduling, and escalation coverage to ensure timely and effective issue resolution.

● Oversee onboarding and training for new team members to ensure consistent customer service and technical competency.

● Partner cross-functionally to identify systemic issues impacting client experience and support continuous process improvement.

Duties/ Responsibilities:

Operational & Technical Oversight

● Oversee and optimize multi-channel support operations, including phone, email, chat, and ticketing platforms, to deliver seamless client experiences.

● Ensure strict service level agreements compliance and strategic case prioritization across core, digital banking, payments, and integration channels.

● Continuously monitor key support metrics (customer satisfaction, response time, resolution time, escalation rates) and drive ongoing performance enhancements.

● Identify systemic client-impacting issues and collaborate with Product and Engineering to address root causes and prevent recurrence.

Credit Union & Industry Alignment

● Leverage deep expertise in credit union operations, compliance, and member service expectations to shape and evolve support strategy.

● Demonstrate a thorough understanding of how core systems, digital banking, third-party integrations, and fintech solutions interact within financial institutions.

● Translate complex technical concepts into clear, actionable communication tailored to diverse client stakeholders.

Continuous Improvement & Automation

● Drive the implementation of tools and automation to streamline workflows, eliminate bottlenecks, and reduce operational friction.

● Develop and maintain a comprehensive knowledge base and client self-service resources to empower clients and enhance efficiency.

● Establish rigorous QA processes to uphold consistently high service standards.

Cross-Functional Collaboration

● Collaborate closely with Implementation and Onboarding teams to ensure seamless post-go-live transitions for clients.

● Deliver structured, data-driven feedback to Product teams based on client trends and emerging needs.

● Play an active role in gathering client feedback to continuously enhance the overall client journey.

Performs other related duties as assigned.

Required Skills/ Abilities:

● Proven ability to lead and develop high-performing, service-oriented teams.

● Proficient with support tools such as Jira, or similar platforms.

● Proficient in Google Workspace or related software.

● Strong troubleshooting ability in SaaS environments and complex technical workflows.

● Excellent written and verbal communication skills, including the ability to translate technical issues for non-technical audiences.

Education and Experience:

● Bachelor’s degree in Business, Information Technology, Finance, or a related field is preferred.

● Over 5 years of customer support experience within fintech, SaaS, or financial services environments.

● At least 2 years in a leadership or management capacity.

● Three (3) or more years of experience supporting software solutions used by credit unions, banks, or other financial institutions.

Physical Requirements:

● Prolonged periods sitting at a desk and working on a computer.

● Must be able to lift up to 15 pounds at times.