Berkeley Payments
11 - 50 employees
Founded 2005
đź’ł Fintech
🏦 Banking
Fintech • Banking • Payments
Berkeley Payments is a financial technology company that specializes in creating and managing virtual and physical payment cards, enabling real-time payments, and providing a broad set of financial solutions. Their platform offers a collection of features including low-cost transactions, spending controls, and card issuing through an Open-API system tailored for banking apps, gig workers, and loyalty programs. With an emphasis on security and compliance, Berkeley Payments supports various financial institutions by embedding sophisticated money movement services into their offerings.
Senior Manager, Client Operations
đź•’ March 8
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Berkeley Payments
11 - 50 employees
Founded 2005
đź’ł Fintech
🏦 Banking
Fintech • Banking • Payments
Berkeley Payments is a financial technology company that specializes in creating and managing virtual and physical payment cards, enabling real-time payments, and providing a broad set of financial solutions. Their platform offers a collection of features including low-cost transactions, spending controls, and card issuing through an Open-API system tailored for banking apps, gig workers, and loyalty programs. With an emphasis on security and compliance, Berkeley Payments supports various financial institutions by embedding sophisticated money movement services into their offerings.
đź“‹ Description
• Own operating metrics for the support function, including first contact resolution, answer speed, handle time, backlog aging, SLA attainment, client satisfaction, and cost per contact • Provide executive leadership with a single source of truth on support performance • Reduce unit cost through automation, self-service deflection, knowledge management, and channel optimization • Serve as incident commander for production issues affecting live payment programs • Coordinate engineering, processors, issuing banks, clients, and cardholders during incidents • Own severity classification, escalation paths, status cadence, and Root Cause Analysis delivery • Act as senior operational contact for enterprise accounts and own operational delivery and support performance reviews • Oversee cardholder support, dispute intake and resolution, complaints, card replacement and reissue, and identity and account access support • Manage third-party support providers, scorecards, quality assurance, call monitoring, and contracted performance • Lead modernization of CCaaS, telephony, IVR, ticketing, and knowledge-base infrastructure • Design and implement Agentic AI support tooling and automated workflows • Lead internal Client Support and Cardholder Support teams and establish coverage, on-call rotations, and career paths • Partner with Compliance on FINTRAC, PCMLTFR, and PCI DSS requirements • Define escalation frameworks across support, engineering, product, and client-facing teams • Identify systemic contact drivers and build runbooks, macros, knowledge bases, and reporting frameworks
🎯 Requirements
• 8+ years of experience in client operations, support operations, or service delivery leadership within FinTech, payments, or highly regulated SaaS • Regulated environment experience • Experience leading technical incident response for enterprise clients • Experience writing and defending complex Root Cause Analyses • Experience supporting high-revenue enterprise accounts and reporting to client executive stakeholders • People management experience leading support, service delivery, or contact-centre teams • Experience managing third-party or outsourced providers against contracted performance • Working knowledge of AML, KYC, regulatory reporting, financial disputes, chargeback resolution, and PCI DSS support constraints • Experience leading CCaaS, CRM, telephony, or Agentic AI implementations or migrations • Strategic people operations experience, including team structure, performance transitions, and workforce scaling • Technical fluency in API integrations, card transaction flows, and processor workflows • Ability to instrument support functions and use queue data for decisions • Proficiency with Zoho, Jira, Metabase, or equivalent platforms • Hands-on experience with modern LLM-based support agents • Exceptional executive communication and strong written communication • Bachelor's degree in business, engineering, or a related field, or equivalent work experience
🏖️ Benefits
• Competitive salary package • Health coverage • Dental coverage • Vision coverage • Paid time off • Fully remote work environment • Ownership and direct impact on client retention and company results • Executive visibility and regular exposure to the CEO and COO • Ongoing learning opportunities • Mentorship • Opportunities to work with cutting-edge technologies • Diverse and inclusive workplace • Opportunities to tackle complex fintech problems and contribute to innovative solutions
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