Senior Manager, Client Operations & SupportFull time | Berkeley Payment Solutions Inc. | Remote JobPosted On 31/03/2026Job InformationSalary: $100,000.00Work Experience: 5+ yearsJob DescriptionReports 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 is a high‑stakes role designed for a leader who can navigate the intersection of technical incident management, regulated fintech compliance, and 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, interact with multiple vendors, and defend RCAs in front of key clients.Core ResponsibilitiesAI & 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.RequirementsThis role requires a rare blend of "technical fixer," "executive diplomat," and "operational architect."Experience:8+ years in Client Operations or Success, specifically withinFintech, 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 providing operational support to named, high‑revenue accounts (Enterprise/Tier 1) and reporting directly to client C‑Suite leadership.Regulatory Understanding:Understanding of and/or 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 building teams—designing org charts, managing performance-related transitions, and scaling a workforce through rapid growth.Technical Stack:Proficiency inZoho, JIRA, Metabase, or similar software applications, and contemporary AI support agents/LLM implementation.BenefitsExecutive 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.#J-18808-Ljbffr

📌 Senior Manager, Client Operations & Support - $100,000 A Year - Remote (Winnipeg)
🏢 Berkeley Payment Solutions
📍 Winnipeg