Associate Manager, Premier Support (Customer Experience)
Lead and develop a team of senior Premier Support specialists serving complex enterprise accounts. Own performance, quality, responsiveness, SLAs, escalations, account partnerships, capacity, documentation, process improvements, AI workflows, and change management while building a scalable support operation.
Responsibilities
- Lead and develop a team of senior specialists
- Run weekly one-on-one meetings
- Provide behavior-changing feedback
- Build development plans
- Set performance standards and address performance gaps
- Own quality, responsiveness, SLA delivery, triage, load balancing, coverage, and on-call rotation
- Drive strategic account escalations to resolution
- Partner with Account Management on shared accounts
- Analyze quality, SLA, escalation, and volume trends
- Create playbooks, documentation, and processes
- Manage team capacity
- Adopt and champion AI-powered workflows
- Lead the team through change
Requirements
- 2 years of people-management experience
- 4 years of customer-facing support, technical account management, or customer success experience
- Experience with enterprise or complex B2B accounts
- Performance management experience
- Experience leading teams through significant change
- Strong analytical skills
- Excellent written and verbal communication
- Comfort leading in ambiguity
- Experience using AI tools for support or account workflows
- Availability for weekend on-call rotation and occasional holiday coverage
- Experience with B2B account management
- Experience with AI-powered workflows or automation
- Experience with Customer Success, Account Management, or Sales
- FinTech or financial services experience
- Familiarity with ERP and accounting systems
- Understanding of APIs, bank integrations, and accounting software
- Experience with premium, dedicated, or VIP support
Benefits
- Equity
- Flexible PTO
- Centralized home-office equipment ordering
- Health and wellness stipend
- Budget for intra-office travel
- Weekly coffee stipend
- Medical, dental and vision insurance
- One Medical annual membership
- 401(k) with employer match
- Fertility HRA
- Parental leave
- Pet insurance
- Relocation support