Client Support ManagerVersana is an industry-backed fintech on a mission to improve the syndicated loan market. By digitally capturing agent banks' data in real time, Versana provides unprecedented transparency into loan-level details and portfolio positions—bringing efficiency and speed to the entire market. Through our platform, participants can be confident they are accessing the market's most credible source of deal information.
We are looking for an experienced Client Support Manager who is eager to make a meaningful impact. This role balances people leadership with hands-on ownership of inbound requests and escalations. You will lead the day-to-day customer support function, including monitoring and triaging tickets, resolving client issues within agreed service levels, establishing best practices, tracking and reporting support metrics, and continuously improving the tools and processes that power the team.Key ResponsibilitiesBuild, manage, and mentor the client support team, fostering a culture of excellence and accountabilityDefine and maintain processes for responding to client requests; coordinate with internal and external teams to drive timely resolutionServe as the primary escalation point for complex client issues; remove blockers and support the team through resolutionConfigure and optimize support tools and systems to ensure efficient team operationsProactively monitor the production platform and support queue; analyze support metrics to identify trends and implement improvementsDevelop and deliver regular reporting and insights for the management teamSet team goals and coach the team to meet or exceed service-level targets (response time, resolution time, and quality)Own and enforce support standards, including response and resolution SLAs and escalation proceduresTriage, categorize, and prioritize client issues to ensure timely routing and resolutionPartner closely with Versana Product and Technical teams to resolve client issues and drive product and process improvementsMust Haves3–7 years of experience leading and scaling a customer/client support teamExperience with ticketing systems, workflows, and SLA-driven support operationsKnowledge of financial products and markets, or experience in a fintech environmentExperience supporting a SaaS product in a technical support environment; comfortable with technical terminology and troubleshootingComfortable working in a fast-paced startup environment with changing prioritiesHands-on leader who can balance team management with direct client support workAbility to manage multiple priorities and partner effectively with cross-functional stakeholdersExcellent interpersonal skills and active listeningStrong verbal and written communication skillsClient focus and empathyIndependent self-starter who can execute with minimal supervisionProficiency in Microsoft Office SuiteNice to HavesUnderstanding of relational databases and experience with SQL queriesExperience with Zoho, Zendesk, or similar ticketing systems