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Manager, Client Support Houston

Future Opening: Manager, Client Support

Full Time • Houston
Responsive recruiter
Benefits:
  • IRA with company matching
  • Bonus based on performance
  • Dental insurance
  • Health insurance
  • Opportunity for advancement
  • Paid time off
  • Training & development
  • Vision insurance
  • Wellness resources

About FINBOA
FINBOA is a leading provider of process automation solutions for the financial services industry. We are committed to delivering innovative, customer-centric solutions that enhance efficiency and compliance for financial institutions. Our team is passionate about driving success for our clients through cutting-edge technology and exceptional service. At FINBOA, we offer a collaborative and innovative environment where your contributions directly impact our customers and the success of our company. The ideal candidate will be a strategic leader with a passion for customer success and technical expertise in database administration, SQL, and cloud networking.

About the Role
We are seeking a dynamic and experienced Manager, Client Support to lead and develop our Client Support team. This role is crucial in ensuring high-quality service delivery, optimizing support operations, and fostering strong client relationships. The ideal candidate will bring a passion for customer success, a data-driven approach to decision-making, technical expertise in database administration, SQL, and Azure networking, and a strong leadership background in client support within the fintech industry.

Key Responsibilities
Leadership & Team Development
  • Promote FINBOA’s core values, fostering a positive and professional work environment.
  • Lead, mentor, and develop a high-performing client support team.
  • Conduct daily stand-ups to align team objectives and monitor performance.
  • Set performance goals, provide coaching, and conduct regular evaluations.
  • Recruit, onboard, and train new team members to enhance service quality.
Operations & Process Optimization
  • Manage and optimize client support tools (e.g., Zendesk) for efficiency and reporting.
  • Monitor key support metrics (e.g., response times, resolution rates, customer satisfaction scores) and implement improvements.
  • Identify trends in customer feedback to drive enhancements in service and product offerings.
  • Collaborate with cross-functional teams (Product, Engineering, Implementations, Account Management, Sales) to resolve customer issues.
  • Evaluate and implement support technologies to improve workflow efficiency.
Technical & Database Administration
  • Troubleshoot and assist clients with database-related issues, SQL queries, and performance optimization.
  • Provide basic database administration support, including backups, indexing, and performance tuning.
  • Ensure proper SQL query execution and optimization for improved system performance.
  • Work with the engineering team to troubleshoot and resolve Azure networking and connectivity issues.
  • Support system integrations and troubleshoot issues related to API and database interactions.
  • Develop and refine knowledge base documentation for technical troubleshooting and database-related issues.
Customer Experience & Issue Resolution
  • Ensure timely, high-quality resolution of customer inquiries and escalations.
  • Proactively engage with key clients to strengthen relationships and address unique needs.
  • Develop and refine policies and procedures for consistent service excellence.
  • Prepare reports on team performance, customer insights, and recommendations for improvement.
Strategic Impact & Additional Duties
  • Represent the Client Support team in company meetings and strategic discussions.
  • Assist in the development of customer training materials and product walkthroughs.
  • Provide input on product enhancements based on client feedback.
  • Ensure compliance with company policies and regulatory requirements.
Qualifications & Skills
  • Bachelor’s degree in Business, Finance, Computer Science, Information Technology, or a related field.
  • 5+ years of experience in customer support or service management, ideally in fintech.
  • Proven leadership experience in developing and managing high-performing teams.
  • Strong communication and interpersonal skills for engaging with clients and internal stakeholders.
  • Experience with database administration, including SQL query optimization and troubleshooting.
  • Working knowledge of Azure networking and cloud-based infrastructure.
  • Familiarity with APIs, system integrations, and troubleshooting client connectivity issues.
  • Experience with customer support software and CRM tools.
  • Analytical mindset with the ability to interpret data and drive decisions based on metrics.
  • Self-motivated, adaptable, and capable of thriving in a fast-paced environment.
Success Metrics
  • Consistently meet or exceed service-level agreements (SLAs).
  • Maintain high employee engagement and low turnover rates.
  • Drive high customer satisfaction scores (CSAT, NPS).
  • Improve first-contact resolution rates and reduce escalated issue resolution times.
  • Implement efficient workflows that enhance response and resolution times.
  • Provide actionable insights to drive customer experience improvements and product development.
  • Align support operations with overall company goals to maximize business impact.

FINBOA is an equal opportunity employer.
Compensation: $96,407.00 - $125,330.00 per year




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