Senior Manager, Customer Service Operations
$150,000–$200,000 year
RemoteUnited States or New York City, New York, United States
Job Summary
Resolve real support tickets immediately, including compliance-driven flows, while auditing documentation, ticket taxonomy, and resolution paths to identify bottlenecks. Partner with the internal team on the support tech stack to understand tooling changes and establish an operating rhythm for tracking volume and surfacing patterns. Build and maintain a living knowledge base that reflects actual cases and edge cases, ensuring it holds up for internal hires, BPO partners, and AI-powered tooling. Make staffing decisions based on firsthand ticket data, either hiring internal team members, onboarding BPO partners, or a combination, while staying hands-on to set quality standards and escalation protocols. Develop a repeatable onboarding playbook for extending support to new partnerships and close the loop with product and engineering to drive changes based on observed ticket patterns.
Required Qualifications
- Customer support or risk/compliance support team experience
- Experience working on disputes and complaints
- Ability to resolve real cases, including compliance-driven flows
- Deep understanding of compliance requirements to diagnose issues without escalating every ambiguous case
- Ability to audit documentation, ticket taxonomy, resolution paths, and identify where cases get stuck
- Ability to partner with internal teams to understand tooling and workflow changes
- Ability to form a point of view on scaling the function (internal hires vs. BPO partner) based on volume and complexity
- Ability to personally resolve a meaningful share of support volume
- Ability to create a clear, written map of issue types, current resolution paths, and process breakdowns
- Ability to make recommendations on staffing the function grounded in real ticket data
- Ability to own support outcomes including SLAs, resolution quality, and escalation judgment
- Ability to build and maintain knowledge bases and case-handling documentation under real volume
- Ability to establish operating rhythms for tracking volume, surfacing patterns, and deciding on product/compliance loops
- Ability to actively hire team members or evaluate BPO partners based on volume demands
- Ability to run operations including training, quality standards, and escalation protocols
- Ability to stay hands-on with actual tickets while building out the organization
- Ability to build playbooks for onboarding functions into new partnerships
- Ability to close the loop with product and engineering to change what gets built
- Ability to make credible calls on internal hires vs. BPO partners within the first couple of months
- Ability to build documentation that works for humans, AI, and teammates
- Ability to learn fast regulatory requirements specific to payments and digital assets
- Comfort with fast pace and changing specific work in a startup environment
- Budget ownership
- Ability to triage real cases and spot where processes break
- Pattern recognition from prior roles to solve problems without a playbook
- Ability to ensure the voice of the customer is heard while building products
- Experience running operations once a support stack exists
- Ability to work in a US Remote location or be based in NYC
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