Manager, Client Support (Core)

SHAZAM recognizes that financial institutions build better communities, and this drives our passion to strengthen financial institutions. We are a trusted partner to our valued customers providing answers, choice, and innovation with an impeccable level of customer service – a level unmatched in the industry.

And here’s the best part - we’re a national company that offers a small-company feel, a cultural balance that’s hard to come by but very real at SHAZAM. Your growth and development are top priorities and you’ll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you’ll be an essential part of our mission as we work together strengthening financial institutions.

This is a hybrid position based out of our Des Moines, IA office.

What We’re Looking For

SHAZAM is looking for a Manager, Client Support (Core) to join our team. In this role, you’ll oversee a customer support team as they provide quality support as it relates to use of the SHAZAM KinetiCore solution suite.

What You'll Do

• Support the day-to-day management and development of the Client Support team.
• Assist in establishing, maintaining, and optimizing client support processes to ensure efficient and effective service delivery.
• Serve as an escalation point for complex issues, providing guidance and resolution support as needed.
• Proactively identify risks, gaps, and process improvement opportunities, and recommend solutions.
• Support the full employee lifecycle, including recruiting, interviewing, onboarding, training, development, engagement, and retention efforts.
• Collaborate with leadership and cross-functional teams to achieve departmental and organizational goals.
  
  

What You Need

• Minimum of three years management experience and five years of customer service experience.
• Experience with a customer ticket tracking software preferred.
• Excellent communication skills, verbal and written.
• Strong management skills in the area of complex application solutions.
  
  

What’s In It For You

• A mission-driven company with a strong sense of purpose
• A hybrid work environment that values flexibility and collaboration
• Opportunities for professional development and career growth
• A culture that values innovation, integrity, and community impact
• Excellent benefits:
• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Flexible spending and health savings accounts
• Life insurance and short- and long-term disability provided at no cost
• Time away from work – PTO, VTO, paid parental leave, and company holidays
• Educational assistance
  

Actual compensation is based on various factors, such as geographic location, experience, education, and/or skill level, and is finalized at the time of offer.

SHAZAM is an equal opportunity employer, including those with disabilities or status as a protected veteran. All qualified applicants will receive consideration for employment.

Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; ITS, Inc./SHAZAM will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

Please be aware that SHAZAM may use an Artificial Intelligence (AI) tool to assist in the review and screening of job applications for this position. The AI system is designed to help our team efficiently identify qualified candidates by identifying relevant skills and experience within submitted applications. All final hiring decisions are made by our hiring team.