Senior Manager, Customer Support

• Lead Tyfone’s high-performing, 24/7/365 Customer Support organization by focusing on technology, process, and people
• Define, own, and drive adherence to our customer support success metrics and KPIs
• Establish and lead a regular cadence of strategic touchpoints and business reviews with key client stakeholders to ensure Tyfone is meeting their evolving digital banking needs
• Serve as the ultimate point of contact for critical client issues, personally managing high-stakes escalations ensuring immediate action and transparent communication
• Build and nurture a vibrant customer support team, fostering a culture of ownership, empathy, and continuous improvement
• Attract, hire, and develop top talent, ensuring strong team cohesion and knowledge retention
• Champion professional development opportunities for your team, empowering them to deliver exceptional service
• Work cross-functionally to ensure the customer service experience is considered at every step, whether in product development, customer onboarding, or retention
• Design and implement effective customer support processes and policies, optimizing workflows for maximum efficiency and resolution
• Using AI, leverage data and analytics to identify trends, track performance, and drive targeted improvements in customer satisfaction
• Collaborate with product and engineering teams to ensure product quality and address customer feedback
• Define and implement the Customer Support organization’s technology roadmap to include AI and optimize the use of current CRM and workforce management tools
• Leverage data to identify areas of opportunity across the customer support team with a focus on efficiency, reliability, and scalability
• Implement processes and procedures to resolve issues and escalations as needed, identifying trends and solutions to mitigate similar challenges down the road

• 8 to 12 years experience of scaling customer support teams to meet ambitious company goals, ideally in a startup environment
• Deep understanding of customer service operations including the service journey, performance management, staffing, and capacity planning
• Passion for empowering the team to provide a 5-star customer experience, every time
• Proven track record of building, leading, and mentoring high-functioning teams and individuals
• Experience working with Business Process Outsourcing (BPO) firms to supplement internal resources and provide flexibility to scale support operations
• Experience with CRMs and other customer management tools and platform systems to drive efficiencies (Salesforce Service Cloud preferred)
• Strong quantitative skills, with the ability to use data to drive decision-making
• Keen problem-solving abilities and a bias-towards-action approach
• Ability to operate both with a strategic lens and no hesitation to roll up your sleeves
• Experience in and leveraging AI in Support is a must

experience in Fintech, a plus