Associate Manager Premier Support Customer Experience
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead and develop a team of senior Premier Support specialists serving complex enterprise accounts. You will manage performance, quality, responsiveness, SLAs, escalations, account partnerships, capacity, documentation, process improvements, AI workflows, and change management while building a scalable support operation.
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
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
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