Job Description
Job Description
Job Description
Benefits:
- IRA with Company Match
- Bonus based on performance
- Competitive salary
- Dental insurance
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
- Wellness resources
About FINBOA FINBOA is a leading provider of process automation solutions for the financial services industry. We are committed to delivering innovative, customer-centric solutions that enhance efficiency and compliance for financial institutions. Our team is passionate about driving success for our clients through cutting-edge technology and exceptional service. At FINBOA, we offer a collaborative and innovative environment where your contributions directly impact our customers and the success of our company. The ideal candidate will be a strategic leader with a passion for customer success and technical expertise in database administration, SQL, and cloud networking.
About the Role
We are seeking a dynamic and experienced
Manager, Client Support to lead and develop our Client Support team. This role is crucial in ensuring high-quality service delivery, optimizing support operations, and fostering strong client relationships. The ideal candidate will bring a passion for customer success, a data-driven approach to decision-making, technical expertise in database administration, SQL, and Azure networking, and a strong leadership background in client support within the fintech industry.
Key Responsibilities Leadership & Team Development - Promote FINBOAs core values, fostering a positive and professional work environment.
- Lead, mentor, and develop a high-performing client support team.
- Conduct daily stand-ups to align team objectives and monitor performance.
- Set performance goals, provide coaching, and conduct regular evaluations.
- Recruit, onboard, and train new team members to enhance service quality.
Operations & Process Optimization - Manage and optimize client support tools (e.g., Zendesk) for efficiency and reporting.
- Monitor key support metrics (e.g., response times, resolution rates, customer satisfaction scores) and implement improvements.
- Identify trends in customer feedback to drive enhancements in service and product offerings.
- Collaborate with cross-functional teams (Product, Engineering, Implementations, Account Management, Sales) to resolve customer issues.
- Evaluate and implement support technologies to improve workflow efficiency.
Technical & Database Administration - Troubleshoot and assist clients with database-related issues, SQL queries, and performance optimization.
- Provide basic database administration support, including backups, indexing, and performance tuning.
- Ensure proper SQL query execution and optimization for improved system performance.
- Work with the engineering team to troubleshoot and resolve Azure networking and connectivity issues.
- Support system integrations and troubleshoot issues related to API and database interactions.
- Develop and refine knowledge base documentation for technical troubleshooting and database-related issues.
Customer Experience & Issue Resolution - Ensure timely, high-quality resolution of customer inquiries and escalations.
- Proactively engage with key clients to strengthen relationships and address unique needs.
- Develop and refine policies and procedures for consistent service excellence.
- Prepare reports on team performance, customer insights, and recommendations for improvement.
Strategic Impact & Additional Duties - Represent the Client Support team in company meetings and strategic discussions.
- Assist in the development of customer training materials and product walkthroughs.
- Provide input on product enhancements based on client feedback.
- Ensure compliance with company policies and regulatory requirements.
Qualifications & Skills - Bachelors degree in Business, Finance, Computer Science, Information Technology, or a related field.
- 5+ years of experience in customer support or service management, ideally in fintech.
- Proven leadership experience in developing and managing high-performing teams.
- Strong communication and interpersonal skills for engaging with clients and internal stakeholders.
- Experience with database administration, including SQL query optimization and troubleshooting.
- Working knowledge of Azure networking and cloud-based infrastructure.
- Familiarity with APIs, system integrations, and troubleshooting client connectivity issues.
- Experience with customer support software and CRM tools.
- Analytical mindset with the ability to interpret data and drive decisions based on metrics.
- Self-motivated, adaptable, and capable of thriving in a fast-paced environment.
Success Metrics - Consistently meet or exceed service-level agreements (SLAs).
- Maintain high employee engagement and low turnover rates.
- Drive high customer satisfaction scores (CSAT, NPS).
- Improve first-contact resolution rates and reduce escalated issue resolution times.
- Implement efficient workflows that enhance response and resolution times.
- Provide actionable insights to drive customer experience improvements and product development.
- Align support operations with overall company goals to maximize business impact.
FINBOA is an equal opportunity employer.
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