Role Overview
The Digital Support Manager acts as the main support contact for clients after their system goes live, managing incoming requests and ensuring issues are resolved thoroughly and efficiently. This position demands a strong understanding of how financial institutions operate, including core banking systems and compliance requirements, to identify the underlying causes of problems and deliver meaningful solutions.
Key Responsibilities
- Act as the primary support contact for clients, handling inquiries and resolving post-implementation issues with speed and accuracy
- Investigate technical and operational challenges by digging beyond symptoms to uncover root causes
- Collaborate with clients to understand their regulatory landscape, system setup, and daily workflows to recommend practical improvements
- Keep detailed records of all support interactions and escalate complex issues to engineering or product teams when necessary
- Analyze recurring support patterns to identify opportunities for product enhancement and share insights across internal teams
- Use AI-powered tools to improve response efficiency and support operations
- Help create and maintain user guides, training content, and other client resources
Qualifications
Candidates should have direct experience working at a bank or credit union, with familiarity with core systems and financial regulations. Strong communication skills and a genuine desire to understand client needs are essential. The ideal candidate stays organized under pressure, manages multiple cases at once, and thrives in a fast-moving startup environment where processes evolve quickly.
Preferred experience includes client-facing roles in fintech or SaaS, use of tools like Asana, Pylon, or Zendesk, and a track record of creating training or documentation. A collaborative, self-starter mindset is highly valued.
Compensation & Work Environment
This role offers a base salary between $80,000 and $120,000, along with a generous equity package. Benefits include comprehensive health, dental, and vision coverage, a $100 monthly wellness stipend, and a $100 weekly allowance for meals or groceries for U.S. employees. The team operates in a hybrid model, with NYC-based staff expected to work from the Madison Square Park office three days per week. Unlimited paid time off and sick leave support long-term well-being.
