Senior Client Services Manager

Job Summary

A company is looking for a Senior Manager, Client Services to lead and enhance their Client and Cardholder Support function.

Key Responsibilities

• Lead and mentor a high-performing support team to exceed service level agreements (SLAs) and client expectations
• Design and implement scalable support processes and self-serve tools to improve efficiency and client satisfaction
• Define and track key performance indicators (KPIs) related to support quality and team productivity

Required Qualifications

• 8+ years of experience in client operations, customer success, or contact center management, with at least 3 years in a leadership role
• Experience managing high-performing teams in a fast-paced environment, preferably in fintech or payments
• Proven ability to design and implement scalable customer support processes and technologies
• Strong understanding of KPIs and performance management frameworks for support operations
• Knowledge of the payments, prepaid, and/or fintech industries