Customer Success Manager

3 weeks ago

Remote, Oregon, United States Bond Full time

Founded in 2019, Bond's mission is to accelerate the pace of financial innovation and access to capital. Bond is now part of Fortune 500 financial technology company FIS (NYSE:FIS).

It's challenging for most businesses to build and offer engaging financial services products to their customers. Whether that's launching a new credit or debit card, a savings account, a lending business, or anything else — there are technical and operational barriers in the way.

Bond is a modern embedded finance platform that enables businesses to build, launch, iterate and scale financial services offerings easily and compliantly. We make integrations to the myriad, often-antiquated financial vendors and financial institutions more streamlined and intuitive. And, we make regulatory compliance not only achievable, but accessible through our platform and services. We enable innovative brands and businesses to better engage their customers with embedded financial solutions tailored to their customers' needs.

At Bond, we value leadership and believe everyone is a leader. We look for people who operate like owners, who love to learn, have grit, and operate with integrity and empathy. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out — and set you apart. We welcome diverse perspectives and people who are not afraid to challenge assumptions.

Job Description

The Customer Operations (COPS) team is the connective tissue of the company, responsible for bringing financial products to market built on a growing banking-as-a-service platform with multiple external partners. COPS works cross-functionally across all areas of the business with the goal of establishing and improving our business processes to deliver exceptional customer experience in a scalable, efficient way.

Reporting into our Senior Director of Implementation Management and Customer Success, this role will be pivotal in launching and supporting our customers. You will manage technical investigations and operational workflows and collaborate with key stakeholders across Product, Engineering, Legal & Compliance, Sales and Partnerships to drive successful outcomes. This is a highly visible, cross-functional role that will require strategic thinking and detailed execution.

You will:

  • Create tech support and customer success policies and procedures.
  • Manage Bond's support and customer success ticket queue.
  • Triage and respond to tickets.
  • Handle in-depth technical analysis and troubleshooting of issues reported by our customers, in collaboration with Bond's engineering and product teams.
  • Manage allocation of tickets to other stakeholders in the organization and ensure they address the reported issues.
  • Drive reported issues to successful resolution.

Your background and skills will include:

  • 4+ years experience in a Technical Support role, preferably in FinTech, card and account issuance, or payments.
  • Deep understanding of embedded finance or Banking-as-a-Service.
  • Familiarity working with card issuance, card processors, card networks and card printers.
  • Experience working with ticketing systems such as Zendesk.
  • Deep understanding of card transactions and ACH.
  • Ability to understand complex flows and work in collaboration with the engineering and product teams.
  • Excellent troubleshooting, problem-solving, and analytical skills.
  • Excellent written and verbal communication skills.
  • Familiarity with APIs and API clients such as PostMan.
  • Proven track record of successfully managing complex technical issues.
  • Multi-tasking, self-learning, highly motivated, and a team player.
  • Startup experience is a major plus

Bond is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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