Job Description

The Customer Support Manager Tier 2 leads a team of Tier 2 Customer Support Specialists, focusing on performance auditing, onboarding, and professional development. They collaborate with the Director of Customer Support to develop strategy and ensure effective team management with a focus on client success and issue resolution.

Responsibilities

• Manage and lead a team of Tier 2 Customer Support Specialists
• Ensure successful onboarding of new team members
• Provide coaching and career development
• Audit customer interactions for quality
• Run performance reports
• Conduct team meetings
• Collaborate on support strategy
• Escalate and resolve critical client issues
• Participate in hiring process
• Evaluate and implement process improvements

Requirements

• 3+ years of customer support/operations experience
• 2+ years of team leadership experience
• Proficient with Salesforce or similar CRM
• Proficient with Microsoft Excel
• Excellent communication skills
• Client-first attitude
• Interest in financial markets
• Strong sense of urgency
• Terrific prioritization skills
• Team player
• Authorized to work in the US without sponsorship

Benefits

• No benefits