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    Customer Service Manager – Embedded Finance - San Francisco, United States - FIS Global

    FIS Global
    FIS Global San Francisco, United States

    1 month ago

    Default job background
    OTHER
    Description

    Position Type :

    Full time

    Type Of Hire :

    Experienced (relevant combo of work and education)

    Education Desired :

    Bachelor of Commerce/Business

    Travel Percentage :

    1 - 5%

    Job Description

    As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS?

    About the team:

    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.

    About the role:

    Reporting into our 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, Compliance, Sales and Partnerships to drive successful outcomes. This is a highly visible, cross-functional role that will require strategic thinking and detailed execution.

    What you will be doing:

    • 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.

    What you will need:

    • 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

    What we offer you:

    A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:

    • A voice in the future of fintech
    • Always-on learning and development
    • Collaborative work environment
    • Opportunities to give back
    • Competitive salary and benefits

    #Atelio

    FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $102, $172,280.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

    Privacy Statement

    FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

    EEOC Statement

    FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here


    For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

    Sourcing Model

    Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

    #pridepass

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