Senior Manager, Trust Support

Summary

Join a mission-driven fintech company as a Client Service Team Lead and make a profound impact on clients' lives. Manage a small team, provide direct client support, and improve client service systems and workflows. Collaborate with cross-functional teams to address escalated issues and ensure high-quality service. Support client onboarding and transitions, leading platform training and managing operational setup tasks. This role blends hands-on support, people leadership, and operational problem-solving, serving individuals with unique financial needs.

Requirements

• 5+ years of experience in client services, trust operations, or a related financial services role
• Proven experience in team leadership and people management
• Demonstrated ability to manage complex workflows and prioritize competing demands
• Strong organizational skills and extreme attention to detail, with the ability to track and follow up on notifications and action items
• Analytical thinking and problem-solving capabilities in operational and client service contexts
• Comfort with flexible, variable workloads and willingness to step in to support frontline teams when needed
• Proficiency in professional email communication, which includes writing clear, accurate responses to clients and stakeholders, and managing sensitive information with care
• Familiarity with financial products or fiduciary services, particularly those designed for individuals with unique financial needs
• Background in cross-functional collaboration, especially across Customer Support, Operations, and Product teams
• Experience developing or improving processes to support a growing or scaling client services function

Responsibilities

• Provide direct client support for account administration, including responding to time-sensitive client email tickets, reviewing email drafts, and resolving escalations from meetings and the support inbox
• Manage and support a small client services team across US timezones, including day-to-day oversight, coverage during absences, coaching on new processes and projects, and career development
• Own and improve tech systems and workflows that power client services, such as Zendesk processes, SOP creation and documentation, project tracking tools, and team schedules
• Collaborate with cross-functional teams to address escalated issues and deliver high-quality client service, particularly during complex or nuanced client interactions
• Serve as a resource on client calls related to operational and platform questions, helping to ensure smooth ongoing client service
• Support the onboarding and transition of new clients by leading platform training, participating in client meetings, and managing operational setup tasks like funding transfers

Benefits

• Competitive wages
• Health, dental and vision coverage
• Paid parental leave
• 12 paid holidays each year
• Your own professional development budget
• An awesome vacation package