Manager, Client Support

This is a fully remote position, open to applicants in Alabama, +5 more states.

📋 Description

• Lead the daily operations of merchant services support for Community Financial Institutions.

• Supervise assigned associates, team leads, or supervisors within the established reporting framework.

• Align staffing, scheduling, backup coverage, and workload distribution with call volumes, inquiry demands, partner requirements, and service commitments.

• Conduct interviews, onboarding, coaching, cross-training, and development of associates.

• Perform team and individual check-ins and complete performance evaluations.

• Identify training needs and coordinate people-management issues with HR.

• Manage support workflows from intake and triage through assignment, resolution, follow-up, and closure.

• Oversee escalations and ensure timely resolution coordination.

• Provide precise status updates to stakeholders.

• Monitor service levels, inquiry aging, backlog, quality, productivity, repeat contacts, and resolution trends.

• Identify risks and recommend corrective actions.

• Support process enhancements, regulatory compliance, and partner communication within CFI merchant services.

⛳️ Requirements

• A minimum of 6 years of experience in operations, client support, merchant services, financial services, or support within financial institutions.

• At least 2 years of experience in managing and developing teams in a customer support, operations, or service delivery context.

• Over 3 years of experience in managing service levels, inquiry queues, escalation processes, staffing plans, or operational reporting.

• More than 3 years of experience in developing procedures, maintaining knowledge resources, or implementing process improvements with leadership or compliance approval.

• At least 2 years of experience with Microsoft Word, Excel, PowerPoint, Access, internet-based tools, and email.

• A minimum of 2 years of experience in preparing written updates, presenting operational results, analyzing service trends, and documenting issue resolution actions.

• Bachelor’s degree or higher in Business Administration, Finance, Operations Management, or a related field, or an equivalent combination of education, relevant experience, and/or military experience.

• Valid and unrestricted U.S. work authorization.

• Candidates requiring temporary visas or sponsorship now or in the future will not be considered.

• Capability to utilize a computer and audio equipment.

🏝️ Benefits

• Fuel Your Life program promoting physical, financial, social, and emotional well-being.

• Paid holidays and generous time-off policies.

• Complimentary mental health support through Employee Assistance Programs.

• Living Proof peer-recognition program offering points redeemable for rewards.

• Eight Employee Resource Groups available.

• Opportunities for professional growth through training, development, and internal mobility.

• Medical, dental, vision, life, and disability insurance options available from day one.

• Retirement planning including a 401(k) match.

• Discounted shares through the Employee Stock Purchase Plan.

• Tuition assistance and reimbursement program.

• Paid parental leave.

• Paid military leave.