Senior Manager, Client Operations, Support

🕒 2 days ago

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Berkeley Payments

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2005

💳 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.

📋 Description

• Own the day-to-day operations for clients. • Lead the Client and Cardholder Support teams, including internal and 3rd party providers to ensure outstanding Client Satisfaction and First Contact Resolution. • Act as the primary operational partner for marquee enterprise accounts. • Coordinate internal engineering, external processors, and client communications under high pressure for technical incidents. • Lead critical internal projects modernizing Berkeley’s client and cardholder support infrastructure. • Architect and implement a "smart" support layer using AI Agentic tools and automated workflows.

🎯 Requirements

• 8+ years in Client Operations or Success, specifically within Fintech, Payments, or a highly regulated SaaS environment. • Proven experience leading technical incident responses and writing complex RCAs for enterprise-grade clients. • Experience in providing operational support to named, high-revenue accounts (Enterprise/Tier 1) and reporting directly to client C-Suite leadership. • An understanding of and/or the ability to learn the compliance requirements in payments (e.g., AML, KYC, regulatory reporting, and financial dispute resolution). • Demonstrated success in leading infrastructure implementations and/or migrations (e.g., CCaaS, CRM, telephony, Agentic AI, etc.) with full accountability for vendor performance. • Experience not just "managing" but building teams—designing org charts, managing performance-related transitions, and scaling a workforce through rapid growth. • Proficiency in Zoho, JIRA, Metabase, or similar software applications, and modern AI support agents/LLM implementation.

🏖️ Benefits

• Casual work environment • Competitive salaries • Excellent health and dental benefits • Opportunities and support for ongoing learning, growth, and career development