Senior Manager, Client Services
Berkeley Payment Solutions
Full Time
Remote
This is a remote position.
About Berkeley
Berkeley is a Financial Technology company that’s redefining B2B payments. We deliver innovative, secure, and scalable payment solutions to enterprise clients. Since 2005, we’ve grown into a leader in prepaid and virtual payment solutions, helping clients streamline payments and enhance customer experiences.
We are a values-driven organization that thrives on curiosity, accountability, and collaboration. We’re committed to doing the right thing—for our clients, our partners, and each other—and we foster a culture where talented people can thrive and grow.
The Opportunity
We’re seeking a Senior Manager, Client Services to lead, scale, and evolve our Client and Cardholder Support function. You will develop and execute support initiatives across all client-facing channels—email, phone, live chat, and self-serve tools—to deliver fast, reliable, and high-impact support.
This is a strategic and hands-on role for a tech-forward leader passionate about client satisfaction, automation, and operational excellence. You’ll drive innovation through AI-powered tools, self-service platforms, and data-driven performance management to elevate the support experience. Your goal is not a large team, but a smart, high value adding team, supported by amazing technology; delivering faster, better, happy client, resolutions
What You’ll Do
Strategic Leadership & Client Support
Lead, mentor, and scale a high-performing support team to exceed SLAs and client expectations
Own the end-to-end support strategy across all channels, with a focus on consistency, responsiveness and efficiency
Act as the escalation point for critical issues, resolving client concerns with professionalism and urgency
Enhance process documentation to onboard new hires and uptrain existing resources
Build robust Client and Cardholder documentation that is tailored to the specific use-case and user needs
Ensure adherence to Client SLAs and hold vendors accountable for meeting their SLAs
Process Optimization & Technology
Design and implement scalable SOPs and support workflows to reduce manual effort and increase efficiency
Build and launch self-serve support tools (e.g., client portals, knowledge base, interactive FAQs)
Integrate AI-powered systems (e.g., chatbots, auto-routing) using platforms such as Zoho, JIRA, Metabase or similar
Continuously monitor and optimize workflows through automation, analytics, and client feedback
Performance Management
Define and track KPIs related to support quality, team productivity, and client satisfaction
Establish regular reporting to executive leadership on SLA adherence and customer metrics
Drive a culture of continuous improvement and accountability using data-driven insights
Cross-functional Collaboration
Partner with Product, Technology, Sales, and Compliance to align support initiatives with broader company goals
Serve as the voice of the client internally, advocating for enhancements to the client and cardholder experience.
Contribute to go-to-market and onboarding strategies from a client success perspective
Requirements
8+ years of progressive experience in client operations, customer success, or contact center management, with at least 3 years in a leadership role.
Demonstrated success managing high-performing teams in a high-volume, fast-paced environment, preferably in fintech or payments.
Proven ability to design and implement scalable customer support processes and technologies.
Strong understanding of KPIs and performance management frameworks for support operations.
Excellent communication, negotiation, and conflict resolution skills.
Analytical mindset with experience using support analytics and reporting tools.
Knowledge of the payments, prepaid and/or fintech industries
Benefits
Full-Time Position
Remote Work Environment
Fantastic, collaborative culture with opportunities for growth
Supportive leadership committed to professional development