Senior Manager - Technical Customer Support - Modern Treasury｜Meet.jobs

OVERVIEW

We are looking for a Senior Manager, Customer Support to build and lead a new Customer Support function at Modern Treasury. This role will report to the Head of Customer Success and will have an immediate and lasting impact on our customers as we launch new products, scale our teams, and support exponentially more customers.

Modern Treasury’s customers today are supported by Customer Success Managers (CSMs) who are responsible for customers’ success at each stage of their journey with Modern Treasury including onboarding, training, adoption, expansion, and advocacy. As we rapidly grow our customer base and product offering, it is critical that we continue to invest in our Customer Support capabilities so we can provide exceptional customer experience at scale. As such, we are formally launching a Customer Support function within our Customer Success team that will be focused on delivering exceptional service and experience to our customers.

As the leader and founding member of the Customer Support function, you will:

Hire, enable, and develop a team of Customer Support Specialists to deliver a consistent, convenient, and high quality experience for our customers.

Become a technical expert in Modern Treasury’s product suite and partner closely with the Customer Success and Engineering teams to support our customers while you build out the team. This is an important step towards understanding our customers, the problems we solve for them, the processes we need to build, and the key decisions we need to make as we scale the Support team.

Define Customer Support KPIs. Work with our Ops and Data teams to implement systems and processes to measure and report on the KPIs.

Ensure the smooth day-to-day operation of the Support team, including managing customer escalations effectively. You will work primarily with CSMs on customer-facing communications and with Engineering on internal escalations to meet and exceed our service level commitments. You will also collaborate with Product, Bank Partnerships, Sales, Marketing, and Finance from time to time depending on the nature of individual customer requests.

Use data-driven methodologies to collate customer feedback and trends. Review the data regularly with your Customer Success peers to find ways to continually improve our customers’ experience. Share relevant customer-specific and product-specific recommendations with Engineering and Product to alleviate recurring issues or develop new capabilities that increase our customers’ operational efficiency.

Assist in planning, developing, and implementing policies, procedures, performance standards, and training programs for the Customer Support team.

Leverage your SQL data analysis, business intelligence, and API troubleshooting skills to either resolve common technical questions or diagnose issues in-depth before triaging to the Engineering team. Train your team of Support Specialists to perform this level of technical troubleshooting and analysis.

We strongly believe that investing in personal and professional growth puts us in a position to deliver long-term value to our customers. This role offers a unique opportunity for growth in a value-driven company, and it sits at the intersection of our customers, our people, and our products.

ABOUT MODERN TREASURY

Modern Treasury builds payment operations solutions. Our tools automate the full cycle of money movement—from payment initiation, through approvals, to reconciliation—and are accessible through web application or API.

We believe that payment operations is at the core of every business. We’re a lean team and we work hard to build outstanding products for our customers. When we succeed, our customers grow.

WEEK BY WEEK

During your first week you will:

Complete our company onboarding process where you will learn all about Modern Treasury – our values, our history, our product, our brand – and meet various teams via small-group sessions alongside your onboarding peers.

Develop an understanding of our customers, user personas, sales process, and customer stories.

Read our favorite industry primers.

Become a master in our application and API.

During your first six weeks you will:

Meet and build relationships with leaders and members of the Customer Success, Engineering, Product, Sales, Marketing, and Revenue Operations teams.

Shadow CSMs while responding to customers’ daily support inquiries as part of your technical onboarding. Through this, you will gain a deep understanding of our customers, their use cases, and the various stages of their journey with Modern Treasury.

Start hiring Customer Support Specialists and create onboarding plans for them.

Work with Customer Success leaders to finalize a plan to gradually transition day-to-day support responsibilities from CSMs to the new Customer Support team.

During your first six months you will:

Establish a Customer Support team of 2 to 4 Customer Support Specialists who would have assumed full ownership of day-to-day customer support responsibilities.

Adapt and implement systems and processes to escalate support tickets, when necessary, to CSMs and Engineers.

Work with Customer Success, Ops, and Data teams to implement a reporting framework to capture key data about customers’ support requests and surface insights to cross-functional teams.

REQUIREMENTS

7+ years experience in customer facing roles at B2B SaaS companies in one or more of the following functions: technical support, customer success, sales engineering, product management, engineering, network operations.

4+ years experience in leading and growing a Customer Support team.

Experience with case management solutions such as Zendesk, Salesforce Service Cloud, Jira, etc.

Experience in establishing support SLAs, implementing key service metrics (response time, resolution time, customer satisfaction), and collaborating with Customer Success, Engineering, Product, and Sales to deliver exceptional customer service.

Experience in process design and documentation, training, and change management.

Experience in data analysis, data mapping, ETL, and advanced SQL queries such as multiple joins, subselects, case statements, window functions, CTE, recursive CTE, and other constructs.

Experience with business intelligence tools such as Looker, Tableau, Power BI, etc. and cloud data warehouses such as Snowflake, RedShift, BigQuery, etc.

Knowledge of web connectivity and integration protocols such as JSON / XML, file transfer protocols such as FTP / FTPS / SFTP, API tools such as Postman, and API concepts such as idempotency and pagination.

EOE

Modern Treasury is committed to equal employment opportunity and does not discriminate in any employment opportunities or practices based on an individual's race, color, creed, gender (including gender identity and gender expression), religion (all aspects of religious beliefs, observance or practice, including religious dress or grooming practices), marital status, registered domestic partner status, age, national origin or ancestry (including language use restrictions and possession of a driver’s license issued under California Vehicle Code section 12801.9), natural hair, physical or mental disability, political affiliation, medical condition (including cancer or a record or history of cancer, and genetic characteristics), sex (including pregnancy, childbirth, breastfeeding or related medical condition), genetic information, sexual orientation, military and veteran status or any other consideration made unlawful by federal, state, or local laws. It also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.