Senior Manager, Client Operations & Support

This is a remote position. We are looking for a **Senior Manager, Client Operations & Support** who does more than just manage tickets—you will own the day-to-day operations for our clients. This is a high-stakes role designed for a leader who can navigate the intersection of technical incident management, regulated fintech compliance, and of course client and cardholder support. You aren't just leading a support team that handles all inbound client and cardholder tickets; you will lead complex CCaaS (Contact Center as a Service) infrastructure improvements, to interacting with multiple vendors, to defending RCAs in front of key clients. **Core Responsibilities** - **AI & Automation Strategy:** 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). - **Enterprise Operational Account Partnership:** 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. - **Technical Incident & RCA Ownership:** 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. - **Infrastructure & Migration Leadership:** 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. - **People Management:** 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. ### **Requirements** This role requires a rare blend of "technical fixer," "executive diplomat," and "operational architect." - **Experience:** 8+ years in Client Operations or Success, specifically within **Fintech, Payments, or a highly regulated SaaS environment.** - **Incident Mastery:** Proven experience leading technical incident responses and writing complex RCAs for enterprise-grade clients. You must be comfortable "speaking engineer" and "speaking client" simultaneously. - **High-Stakes Account Operational Support:** Experience in providing operational support to named, high-revenue accounts (Enterprise/Tier 1) and reporting directly to client C-Suite leadership. - **Regulatory Understanding:** An understanding of and/or the ability to learn the compliance requirements in payments (e.g., AML, KYC, regulatory reporting, and financial dispute resolution). - **Project Leadership:** Demonstrated success in leading infrastructure implementations and/or migrations (e.g., CCaaS, CRM, telephony, Agentic AI, etc.) with full accountability for vendor performance. - **Strategic People Ops:** Experience not just "managing" but **building** teams—designing org charts, managing performance-related transitions, and scaling a workforce through rapid growth. - **Technical Stack:** Proficiency in **Zoho, JIRA, Metabase,** or similar software applications, and modern AI support agents/LLM implementation. ### **Benefits** At Berkeley, we operate at the center of the B2B payment revolution. We offer a high-autonomy environment where your work has a direct line to the company’s bottom line. - **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.

• Remote-first flexibility: work from home, output-focused culture. • Executive visibility: partnership with COO/CEO, seat at decision table. • High-growth environment: lead transformation during infrastructure migration and AI adoption. • Professional development: experience for Director/VP-level leadership. • Collaborative innovation: team values curiosity, directness, tackling complex problems.