Senior Manager, Client Operations

📋 Description Lead and transform operational support for fintech client operations. Own service performance metrics: SLAs, FCR, response times, CSAT, backlog, cost efficiency. Coordinate technical incident response with engineering, partners, and clients. Manage root cause analyses and implement corrective actions. Senior operational partner for enterprise clients with strong communication and transparency. Oversee multi-channel support: phone, email, chat, disputes, account support. 🎯 Requirements 8+ years in client/support operations or similar leadership in fintech/payments/SaaS/regulatory Experience leading technical incident response and presenting root cause analyses. Proven ability to support enterprise accounts and communicate with executives. Experience leading support teams, contact centers, and third-party providers. Deep understanding of payments operations, AML/KYC, regulatory PCI DSS. Experience implementing or migrating CCaaS, CRM, telephony, ticketing, or AI support. 🎁 Benefits Competitive compensation aligned with experience and impact. Fully remote work environment with focus on results. Comprehensive health, dental, and vision benefits. Paid time off and work-life balance support. Ownership of critical operational initiatives with visible impact. Exposure to senior leadership and strategic decision-making.