Job Description
Job Summary
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...
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...