Senior Manager, Client Operations & Support

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 part of)

The Role

Berkeley is 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 high‑stakes role is designed for a leader who can navigate the intersection of technical incident management, regulated fintech compliance, and client and cardholder support.

You will not just lead a support team that handles all inbound client and cardholder tickets; you will also lead complex CCaaS (Contact Center as a Service) infrastructure improvements, interact with multiple vendors, and defend 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. 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. Coordinate 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. 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 third‑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. 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 (AML, KYC, regulatory reporting, and financial dispute resolution).

• Project Leadership: Demonstrated success in leading infrastructure implementations and/or migrations (CCaaS, CRM, telephony, Agentic AI, etc.) with full accountability for vendor performance.

• Strategic People Ops: Experience 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.

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.