Senior Manager, Client Operations, Support

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee daily operations for clients.

• Direct the Client and Cardholder Support teams, collaborating with both internal and external providers to guarantee exceptional Client Satisfaction and First Contact Resolution.

• Serve as the main operational liaison for prominent enterprise accounts.

• Manage communication between internal engineering, external processors, and clients during high-pressure technical incidents.

• Spearhead significant internal initiatives aimed at modernizing Berkeley’s client and cardholder support framework.

• Design and implement an intelligent support layer utilizing AI-driven tools and automated workflows.

⛳️ Requirements

• Over 8 years of experience in Client Operations or Success, particularly in Fintech, Payments, or a highly regulated SaaS environment.

• Demonstrated experience in leading technical incident responses and producing complex Root Cause Analyses (RCAs) for enterprise-grade clients.

• Proven track record in providing operational support to named, high-revenue accounts (Enterprise/Tier 1) and reporting directly to client C-Suite executives.

• A solid understanding of, or the capability to learn, compliance requirements in the payments sector (e.g., AML, KYC, regulatory reporting, and financial dispute resolution).

• Successful history in leading infrastructure implementations and/or migrations (e.g., CCaaS, CRM, telephony, Agentic AI, etc.) with complete accountability for vendor performance.

• Experience in not only "managing" but also building teams—designing organizational structures, managing performance-related transitions, and scaling a workforce during periods of rapid growth.

• Proficient in software applications such as Zoho, JIRA, Metabase, or similar, as well as modern AI support agents and LLM implementation.

🏝️ Benefits

• Relaxed work environment

• Competitive salary packages

• Comprehensive health and dental benefits

• Opportunities and support for continuous learning, growth, and career advancement