Senior Manager, Client Operations & Support

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 apart of)

The Role Berkeley is looking for is a Senior Manager, Client Operations & Supportwho 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 (Contact Center as a Service) 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.

Benefits

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.

• 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.