Client Support Manager

Versana•New York, NY

22h

About The Position

Versana is an industry-backed fintech on a mission to improve the syndicated loan market. By digitally capturing agent banks’ data in real time, Versana provides unprecedented transparency into loan-level details and portfolio positions—bringing efficiency and speed to the entire market. Through our platform, participants can be confident they are accessing the market’s most credible source of deal information. We are looking for an experienced Client Support Manager who is eager to make a meaningful impact. This role balances people leadership with hands-on ownership of inbound requests and escalations. You will lead the day-to-day customer support function, including monitoring and triaging tickets, resolving client issues within agreed service levels, establishing best practices, tracking and reporting support metrics, and continuously improving the tools and processes that power the team.

Requirements

3–7 years of experience leading and scaling a customer/client support team
Experience with ticketing systems, workflows, and SLA-driven support operations
Knowledge of financial products and markets, or experience in a fintech environment
Experience supporting a SaaS product in a technical support environment; comfortable with technical terminology and troubleshooting
Comfortable working in a fast-paced startup environment with changing priorities
Hands-on leader who can balance team management with direct client support work
Ability to manage multiple priorities and partner effectively with cross-functional stakeholders
Excellent interpersonal skills and active listening
Strong verbal and written communication skills
Client focus and empathy
Independent self-starter who can execute with minimal supervision
Proficiency in Microsoft Office Suite

Nice To Haves

Understanding of relational databases and experience with SQL queries
Experience with Zoho, Zendesk, or similar ticketing systems

Responsibilities

Build, manage, and mentor the client support team, fostering a culture of excellence and accountability
Define and maintain processes for responding to client requests; coordinate with internal and external teams to drive timely resolution
Serve as the primary escalation point for complex client issues; remove blockers and support the team through resolution
Configure and optimize support tools and systems to ensure efficient team operations
Proactively monitor the production platform and support queue; analyze support metrics to identify trends and implement improvements
Develop and deliver regular reporting and insights for the management team
Set team goals and coach the team to meet or exceed service-level targets (response time, resolution time, and quality)
Own and enforce support standards, including response and resolution SLAs and escalation procedures
Triage, categorize, and prioritize client issues to ensure timely routing and resolution
Partner closely with Versana Product and Technical teams to resolve client issues and drive product and process improvements