What are the responsibilities and job description for the Senior Manager, Client Operations & Support position at Jobgether?
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager, Client Operations & Support in Canada.
This role sits at the core of a high-growth fintech environment where operational excellence, client trust, and technical incident leadership converge. You will own end-to-end client operations for enterprise accounts, ensuring seamless support delivery across complex payment and support infrastructures. Acting as both an operational leader and strategic partner, you will manage critical incidents, vendor ecosystems, and executive-level client relationships. The position requires a strong balance of technical problem-solving, regulatory awareness, and client-facing leadership in high-pressure situations. You will also drive transformation initiatives, including AI-enabled support automation and infrastructure modernization. This is a high-impact leadership role where your decisions directly influence client satisfaction, operational resilience, and business performance.
\nIn this role, you will lead client operations, support infrastructure, and incident management while ensuring exceptional service delivery for enterprise clients in a regulated fintech environment.
- Own day-to-day client operations and support delivery for enterprise and high-value accounts
- Act as the primary operational partner for key clients, including executive-level communication and relationship management
- Lead technical incident response processes, coordinating engineering, vendors, and client communications under pressure
- Oversee Root Cause Analysis (RCA) creation, ensuring accuracy, clarity, and timely delivery to stakeholders
- Drive AI and automation initiatives to improve support efficiency, reduce cost-to-serve, and increase first-contact resolution
- Lead infrastructure modernization projects, including CCaaS, CRM, and AI-driven support systems
- Manage vendor relationships and ensure performance alignment across external partners and service providers
- Supervise client and cardholder support teams, including internal staff and third-party providers
- Ensure operational readiness, including go/no-go decisions for system changes and migrations
- Continuously improve processes to strengthen service quality, compliance, and operational scalability
Requirements
The ideal candidate brings strong experience in client operations, fintech environments, and high-pressure technical support leadership.
- 8 years of experience in client operations, customer success, or support leadership within fintech, payments, or regulated SaaS environments
- Proven experience leading technical incident management and producing detailed RCA documentation for enterprise clients
- Strong ability to communicate effectively with both technical teams and executive-level stakeholders
- Experience managing high-value enterprise accounts and engaging directly with senior client leadership (C-suite level)
- Understanding of payment industry compliance frameworks (AML, KYC, dispute resolution, regulatory reporting) or ability to quickly learn
- Demonstrated success leading large-scale operational or infrastructure transformation projects (e.g., CCaaS, CRM, AI systems)
- Strong leadership experience in building, scaling, and managing high-performing support teams
- Familiarity with operational and analytics tools such as JIRA, Zoho, Metabase, or similar platforms
- Experience working with AI-driven support tools or LLM-based automation is an asset
- Strong problem-solving mindset with the ability to perform under pressure in critical situations
Benefits
- Competitive salary aligned with senior operations leadership roles (~$100,000 CAD base)
- Remote-first work environment across Canada
- Direct executive visibility and collaboration with senior leadership (COO/CEO exposure)
- High-impact role in a rapidly scaling fintech organization
- Opportunity to lead AI-driven transformation of client operations and support systems
- Strong autonomy and ownership over operational strategy and execution
- Career growth opportunities toward Director or VP-level leadership roles
- Collaborative, innovation-driven culture focused on problem-solving and continuous improvement
- Exposure to enterprise-level clients and complex operational environments
- Professional development in advanced fintech operations and infrastructure leadership
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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