Client Success & Support Leader

CU*SOUTH, INC.; Fairhope (AL); Remote; USD 70,000 - 100,000; Full time

Job summary

CU*SOUTH, INC. is seeking a Client Support Manager to lead a service-minded team delivering high-quality client support across our organization.

You will oversee the support function, coaching staff, and ensuring fast, accurate responses while maintaining empathy and integrity with every interaction. This role requires strong communication, knowledge of financial services, and willingness to travel to client sites to provide training and support, with on-site work in our Alabama offices.

Qualifications

• Bachelor’s degree in business or finance, or equivalent work experience.
• Client Service, Call Center or Operations management experience is required.
• Financial Institution experience (preferably in credit unions) is highly preferred.
• Experience using or supporting core processing software, or comparable Tier-1 core processing software (e.g. Jack Henry, Fiserv) is preferred.
• Extensive knowledge of financial institution operations, regulations, and procedures is preferred.
• Excellent verbal and non-verbal communication skills are required.
• Must be available during off-hours to support and manage client issues.
• Ability to travel to client sites to provide training and support is required.

Responsibilities

• Oversee support quality with an empathetic, service-minded team.
• Quote billable work accurately; coach on cross-selling opportunities.
• Establish and maintain documented client service standards and workflows.
• Coach Conversion Coordinators during hand-offs to ongoing support.
• Develop and maintain a knowledge base for staff.
• Create service metrics, monitor results, drive process improvements.
• Manage employee development plans and performance goals.
• Escalation point for client issues; prioritize incidents.
• Provide back-up for reports/functions of direct reports.
• Reconcile personnel issues with HR and document.
• Perform other duties as assigned.

Skills

Communication skills

Client service

Operations management

Travel readiness

Data discretion

Off-hours availability

Financial services knowledge

Education

Bachelor’s degree in business or finance

Tools

Jack Henry

Fiserv

Job description

CU*SOUTH, INC. is seeking a Client Support Manager to lead a service-minded team delivering high-quality client support across our organization.

You will oversee the support function, coaching staff, and ensuring fast, accurate responses while maintaining empathy and integrity with every interaction. This role requires strong communication, knowledge of financial services, and willingness to travel to client sites to provide training and support, with on-site work in our Alabama offices.