Senior Manager, Client Operations & Support

Senior Manager, Client Operations & Support

Full time | Berkeley Payment Solutions Inc. | Canada | Remote Job

Posted On 20/05/2026

Job Information

$100,000.00

Work Experience 5+ years

Job Description

This is a remote position.

We are looking for a Senior Manager, Client Operations & Support who does more than just manage tickets—you 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 aren't just leading a support team that handles all inbound client and cardholder tickets; you will lead complex CCaaS 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 Berkeley’s 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 teams—designing 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.

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 company’s bottom line.

Benefits

• 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.