Alpine Solutions Group · 1 week ago
Onsite Customer Operations Manager (Fintech)
New York, NY
Full-time
Onsite
Mid, Senior Level
$100K/yr - $100K/yr
4+ years expAlpine Solutions Group is seeking a client-facing Customer Support Lead with extensive experience in financial services support and operations. The role involves owning the customer support experience across various communication channels, designing support operations, and improving operational efficiency while ensuring compliance and high-quality customer interactions.
Information TechnologyRecruitingStaffing Agency
No H1B
Responsibilities
Own end-to-end customer support across approved channels (email, in-app chat), delivering clear, compliant, and high-quality communication in a high-volume environment
Triage, prioritize, and manage escalations—identifying urgent, high-risk, and time-sensitive issues and coordinating resolution with Payments Ops, Risk/Compliance, and Product/Engineering
Support and troubleshoot KYC/CIP workflows, including identity verification, document collection, exception handling, and compliance escalations
Investigate and resolve payments-related issues across ACH, debit cards, Apple Pay, and wires, including deposits/withdrawals, reversals, limits, and bank rejections
Assist customers with account access and security flows (login issues, 2FA, account recovery) and educate users on trade lifecycle, settlement timing, and clearing impacts
Drive continuous improvement by identifying recurring issues, enhancing documentation and customer-facing content, and strengthening operational workflows, controls, and audit-ready case notes
Qualification
Required
4-10 years of recent professional US experience in financial services (fintech, payments, brokerage, exchange, or banking) in a customer support, client operations, or financial operations role
Payment rails expertise REQUIRED: ACH, debit cards, Apple Pay, wires (hands-on troubleshooting experience)
Hands-on KYC/CIP experience in regulated settings (worked with Risk/Compliance teams)
Experience supporting trading or markets workflows: execution, settlement/clearing
High-volume triage skills - can prioritize urgent/high-risk issues in fast-paced environments
Direct client-facing experience handling complex, escalated cases with clear, compliant, and professional communication under pressure
Preferred
Bachelor's Degree
Hands-on experience with identity and authentication tooling (Auth0 and/or modern 2FA, account security systems)
Experience producing regulator-ready customer communications, including approved templates, macros, QA review, and audit-friendly case documentation
Experience partnering with Product and Engineering on incident response, bug triage, and operational readiness
Exposure to risk controls, fraud workflows, and operational break resolution in payments or trading environments
Benefits
Competitive salary & equity
Unlimited PTO, Health, Vision, & Dental coverage
401(k) match
Hardware setup (MacBook Pro + accessories)
In-office lunch provided 5 days per week
Complimentary snacks and drinks in office
Company
Alpine Solutions Group
Alpine Solutions Group is a staffing and services company
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Joe Monteforte
Co-founder & Managing Partner
Phoebe Riley
Talent Partnership Executive
Company data provided by crunchbase