Stellenbeschreibung:

This position is posted by Jobgether on behalf of Branch. We are currently looking for a Manager, End User Support in United States.

In this role, you will lead a multi-tiered end-user support organization, including internal specialists and global BPO partners. You will be responsible for driving operational excellence, resolving high-level issues, and improving processes to ensure seamless customer experiences. This position requires a mix of leadership, vendor management, workforce planning, and data-driven decision-making. The role offers a high level of visibility, with opportunities to influence cross-functional teams and implement impactful improvements. You will be part of a fast-paced environment where innovation, collaboration, and continuous improvement are at the core.

Accountabilities

• Lead, mentor, and develop internal team members across onboarding, Tier 1–3 support, and escalation functions.
• Manage BPO relationships across multiple global sites, ensuring SLA adherence, contractual compliance, and ongoing process improvements.
• Oversee workforce management by leveraging Zendesk WFM to forecast staffing, optimize scheduling, and enhance efficiency.
• Supervise customer onboarding processes, compliance alerts, and escalation handling to deliver high-quality support.
• Resolve complex customer and transaction-related issues while ensuring regulatory compliance.
• Analyze performance data from multiple channels to identify trends, produce insights, and guide strategic improvements.
• Collaborate with cross-functional teams including product, engineering, compliance, and operations to enhance customer experiences and drive innovation.

Requirements

• 5+ years of experience in customer support, with proven success in resolving complex, high-priority issues.
• 2+ years of team leadership in a support environment, with strong coaching and people development skills.
• 3+ years of experience managing vendor or BPO relationships, including contract and performance oversight.
• Strong analytical mindset, with proficiency in workforce management tools and data analysis techniques.
• Excellent communication and interpersonal skills, with the ability to lead cross-functional initiatives.
• Background in FinTech or similar fast-paced industries strongly preferred.
• Highly organized, detail-oriented, and comfortable managing multiple priorities in a dynamic environment.

Willingness to travel semi-annually to international

Benefits

• Competitive base salary range of $85,000–$105,000 (depending on skills and experience).
• Market-leading medical, dental, and vision insurance.
• Stock options and 401(k) plan with TransAmerica.
• Monthly home-office stipend for remote employees.
• Free Premium-Tier Origin Financial Wellness subscription.
• 12 weeks of paid parental leave for both birthing and non-birthing parents.
• Flexible time off, including sick leave and 11 paid company holidays.
• A fully remote position within the United States, offering flexibility and work-life balance.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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NOTE / HINWEIS:

EN: Please refer to Fuchsjobs for the source of your application

DE: Bitte erwähne Fuchsjobs, als Quelle Deiner Bewerbung