Altery · 1 day ago
Customer Support and Care Team Manager
United States
Full-time
Remote
Mid, Senior LevelAltery is a dynamic company in the FinTech sector, and they are seeking a Customer Support and Care Team Manager. This role is responsible for scaling the customer support function, leading a team of specialists, and driving operational excellence across all customer touchpoints.
Debit CardsFinancial ServicesFinTechPaymentsSoftware
Responsibilities
Lead, coach, and develop the Customer Support team to deliver exceptional service across all channels
Drive key KPIs including First Response Time, Resolution Rate, and Customer Satisfaction (CSAT)
Develop and improve processes, tools, and automations to scale support efficiently
Manage and optimize Zendesk configurations, triggers, and workflows to simplify operations
Serve as the voice of the customer, partnering with Product, Engineering, FinCrime, and KYC teams to close feedback loops and drive better outcomes
Identify recurring customer issues and recommend product or process improvements
Ensure compliance with company policies, data privacy, and financial regulations
Monitor and report on KPIs, SLA adherence, provide regular, data-driven reporting to leadership with actionable recommendations
Identify, design, and execute workflows and automation projects that drive simplicity, reduce friction, and improve response quality
Stay informed on fintech trends and best practices to continuously enhance customer experience
Qualification
Required
Proven experience in customer support or operations management, ideally within the fintech or financial services sector
Demonstrated success in managing teams, driving KPIs, and scaling support operations
Effective at virtual collaboration, influencing, and working within multicultural environments
Ability to explain complex concepts clearly and concisely, paired with excellent written and verbal English communication skills (C1 or higher)
A proactive approach to troubleshooting, ensuring compliance with company policies, and delivering consistently high-quality customer service
Data-driven mindset — being able to translate metrics into actionable insights
Proficiency in CRM software, help desk tools, and a deep understanding of key financial concepts and fintech products. (Particularly in Zendesk, including settings, automation, reporting, and integration with other tools)
Understanding of financial products, compliance, and KYC/AML operations
Benefits
Insurance coverage
Local perks
Company
Altery
Altery is a fintech firm that offers digital payment and money transfer services to individuals and companies.
Founded in 2009
51-200 employees
Funding
Current Stage
Growth StageRecent News
Fintechnews Middle East
2025-06-26
Company data provided by crunchbase