Senior Manager, Client Operations & Support

Berkeley Payment Solutions Inc.

Job Location:

Toronto - Canada

Monthly Salary: $ 100000 - 100000

Experience Required: 5years

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

This is a remote position.

Senior Manager Client Operations & Support

Location: Toronto (Remote)

Reports To: Chief Operating Officer (COO)

Stakeholders: Berkeley Executives Technology & Product Team Revenue Team Finance Team Client Success Team (of which you are apart of)

The Role Berkeley is looking for is a Senior Manager Client Operations & Support who does more than just manage ticketsyou will own the day-to-day operations for our clients. This is a high-stakes role designed for a leader who can navigate the intersection of technical incident management regulated fintech compliance and of course client and cardholder support.

You arent just leading a support team that handles all inbound client and cardholder tickets; you will lead complex CCaaS (Contact Center as a Service) infrastructure improvements to interacting with multiple vendors to defending RCAs in front of key clients.

Core Responsibilities

AI & Automation Strategy: Architect and implement a smart support layer using AI Agentic tools and automated workflows to decrease unit cost-to-serve while increasing First Contact Resolution (FCR).
Enterprise Operational Account Partnership: Act as the primary operational partner for marquee enterprise accounts. You own the relationship health lead executive-level calls and ensure operational delivery meets the standards of our highest-value clients.
Technical Incident & RCA Ownership: Serve as the Commander-in-Chief for technical incidents. You are responsible for coordinating internal engineering external processors and client communications under high pressure ensuring Root Cause Analysis (RCA) documents are accurate timely and technically sound.
Infrastructure & Migration Leadership: Lead critical internal projects. You own the Go/No-Go decisions vendor coordination and the cross-functional roadmap required to modernize Berkeleys client and cardholder support infrastructure.
People Management: Lead the Client and Cardholder Support teams including internal and 3rd party providers to ensure outstanding Client Satisfaction and First Contact Resolution coupled with a superior team culture.

Requirements

This role requires a rare blend of technical fixer executive diplomat and operational architect.

Experience: 8 years in Client Operations or Success specifically within Fintech Payments or a highly regulated SaaS environment.
Incident Mastery: Proven experience leading technical incident responses and writing complex RCAs for enterprise-grade clients. You must be comfortable speaking engineer and speaking client simultaneously.
High-Stakes Account Operational Support: Experience in providing operational support to named high-revenue accounts (Enterprise/Tier 1) and reporting directly to client C-Suite leadership.
Regulatory Understanding: An understanding of and/or the ability to learn the compliance requirements in payments (e.g. AML KYC regulatory reporting and financial dispute resolution).
Project Leadership: Demonstrated success in leading infrastructure implementations and/or migrations (e.g. CCaaS CRM telephony Agentic AI etc.) with full accountability for vendor performance.
Strategic People Ops: Experience not just managing but building teamsdesigning org charts managing performance-related transitions and scaling a workforce through rapid growth.
Technical Stack: Proficiency in Zoho JIRA Metabase or similar software applications and modern AI support agents/LLM implementation.

NOTE: Please do not reply if you do not have the approprirate experience to demonstrate that you meet the requirements.

Benefits

At Berkeley we operate at the center of the B2B payment revolution. We offer a high-autonomy environment where your work has a direct line to the companys bottom line.

Executive Visibility: Direct partnership with the COO and CEO with a seat at the table for critical operational decisions.
Remote-First Flexibility: Work from your home office in a culture that prioritizes output over hours.
High-Growth Environment: Lead the transformation of our operational layer during a pivotal period of infrastructure migration and AI adoption.
Collaborative Innovation: Work with a team that values curiosity directness and the courage to tackle complex problems.
Professional Development: Real-world experience in high-stakes fintech operations that serves as a springboard for Director/VP-level leadership.

Required Skills:

Required Skills and Experience: At least 5 years of experience building and maintaining web applications in a DevOps capacity. Ability to work in the EST timezone to address operational issues effectively. Proficiency in AWS services and cloud architecture. Strong knowledge of networking concepts and configurations. Hands-on experience with Docker Kubernetes (EKS) container orchestration and Karpenter. Expertise in CI/CD tools such as ArgoCD GitHub Actions and Jenkins. Advanced knowledge of Terraform for infrastructure as code. Solid scripting skills in Bash. Deep understanding of Linux administration and troubleshooting. Experience with observability tools: Loki Grafana and Elasticsearch. Knowledge of database systems: Redis MySQL and PostgreSQL. Preferred Qualifications: AWS Certified DevOps Engineer Certified Administrator Certified Kubernetes Administrator (CKA)

Required Education:

Bachelors degree in Business Administration Marketing Communications or a related field.

This is a remote position. Senior Manager Client Operations & Support Location: Toronto (Remote) Reports To: Chief Operating Officer (COO) Stakeholders: Berkeley Executives Technology & Product Team Revenue Team Finance Team Client Success Team (of which you are apart of) The Role Berkeley ...