Note: The job is a remote job and is open to candidates in USA. Berkeley Payments is a company operating in the Financial Services industry, looking for a Senior Manager, Client Operations & Support. This role involves managing day-to-day operations for clients, leading a support team, and driving infrastructure improvements in a regulated fintech environment.
Responsibilities
- Architect and implement a "smart" support layer using AI Agentic tools and automated workflows to decrease unit cost-to-serve while increasing First Contact Resolution (FCR)
- Act as the primary operational partner for marquee enterprise accounts. You own the relationship health, lead executive-level calls, and ensure operational delivery meets the standards of our highest-value clients
- Serve as the "Commander-in-Chief" for technical incidents. You are responsible for coordinating internal engineering, external processors, and client communications under high pressure, ensuring Root Cause Analysis (RCA) documents are accurate, timely, and technically sound
- Lead critical internal projects. You own the Go/No-Go decisions, vendor coordination, and the cross-functional roadmap required to modernize Berkeley’s client and cardholder support infrastructure
- Lead the Client and Cardholder Support teams, including internal and 3rd party providers to ensure outstanding Client Satisfaction and First Contact Resolution, coupled with a superior team culture
Skills
- 8+ years in Client Operations or Success, specifically within Fintech, Payments, or a highly regulated SaaS environment
- Proven experience leading technical incident responses and writing complex RCAs for enterprise-grade clients
- Experience in providing operational support to named, high-revenue accounts (Enterprise/Tier 1) and reporting directly to client C-Suite leadership
- An understanding of and/or the ability to learn the compliance requirements in payments (e.g., AML, KYC, regulatory reporting, and financial dispute resolution)
- Demonstrated success in leading infrastructure implementations and/or migrations (e.g., CCaaS, CRM, telephony, Agentic AI, etc.) with full accountability for vendor performance
- Experience not just 'managing' but building teams—designing org charts, managing performance-related transitions, and scaling a workforce through rapid growth
- Proficiency in Zoho, JIRA, Metabase, or similar software applications, and modern AI support agents/LLM implementation
Benefits
- Executive Visibility: Direct partnership with the COO and CEO, with a seat at the table for critical operational decisions.
- Remote-First Flexibility: Work from your home office in a culture that prioritizes output over hours.
- High-Growth Environment: Lead the transformation of our operational layer during a pivotal period of infrastructure migration and AI adoption.
- Collaborative Innovation: Work with a team that values curiosity, directness, and the courage to tackle complex problems.
- Professional Development: Real-world experience in high-stakes fintech operations that serves as a springboard for Director/VP-level leadership.
Company Overview