Broadridge · 6 hours ago
Head of Support- Sentry
Chicago - 167 N Green St
Full-time
Onsite
Lead/Staff, Director/Executive
$130K/yr - $150K/yr
5+ years expBroadridge is a company focused on empowering others to accomplish more, and they are seeking a Head of Support for their Sentry business. The role involves providing post-sale technical support services, managing client inquiries, ensuring excellent client experiences, and overseeing a team of technical support analysts.
BankingCrowdfundingEnterprise SoftwareFinanceFinancial ServicesInformation TechnologyOutsourcingSoftwareVenture Capital
Responsibilities
Provide technical trade and application support for portfolio management and loan management inquiries for clients in our cloud-based proprietary software
Research front-to-back office issues and questions pertaining to trade entries, order management, research manager, private debt, accounting, financial reporting, portfolio performance, compliance, data feeds, and reconciliations with the appropriate level of urgency and communication
Ensure an excellent client experience by providing proactive, timely, and effective communication regarding the impact, status, and next steps of the issues reported
Act as a liaison between the client and internal departments in facilitating issue resolution and/or software delivery
Prioritize multiple client inquiries with different SLAs in a fast-paced environment
Manage client production upgrades by interacting with QA, development, the client, and assist with user acceptance testing before upgrading the Production environment
Escalate issues internally with the appropriate level of urgency to meet client deadlines
Jira sprint management prioritization and internal process improvements
Manage a team of technical support analysts in multiple offices and collaborate with global support staff in addition to a hybrid management approach with support staff in India
Monitor team performance with KPIs in Salesforce and sentiment analysis in Power BI
Ensure AI initiatives and accompanying data strategies are being followed by all direct reports
Develop strategic plans for multiple regions and assist with global operations for support and operations
Train new staff with a keen focus on soft skills, internal processes, and our proprietary software
Qualification
Required
5-8 years of professional work experience with a degree in finance, accounting, analytics, technology, or related field
A passion for client service and technology
Strong analytical and problem-solving skills
Familiar with SaaS portfolio management products and internal operations
Excellent written and verbal communication skills
Ability to navigate various levels in conversation with client Analysts to Senior Management on the business side and tech side
Proficiency in Microsoft Office Suite and the ability to work in a collaborative environment
Preferred
Experience with Salesforce, Jira, ITSM, and Confluence is a plus
Company
Broadridge
Broadridge is a provider of investor communications and technology solutions for broker dealers, banks, mutual funds and corporate issuers.
10001+ employees
H1B Sponsorship
Broadridge has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (109)
2024 (124)
2023 (83)
2022 (141)
2021 (100)
2020 (73)
Funding
Current Stage
Public CompanyTotal Funding
$3.05B2023-08-17Post Ipo Debt· $1.3B
2021-05-17Post Ipo Debt· $1B
2019-12-10Post Ipo Debt· $750M
Leadership Team
Timothy Gokey
Chief Executive Officer
Tyler Derr
Chief Technology Officer
Recent News
2026-02-03
FF News | Fintech Finance
2025-12-03
Company data provided by crunchbase