Hybrid Service Management Lead - Client Experience

Apex Fintech Solutions LLC; Dallas (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare benefits (medical, dental,

Vision care & EAP

401(k) match

Parental leave

HSA contributions

Hybrid work schedule

Tuition reimbursement

Job summary

Apex Fintech Solutions LLC is seeking a hands-on Manager, Service Management Office to oversee daily operations of the Service Management Analysts, ensuring excellence in service delivery, SLAs, and client experiences. This role partners with Operations, Compliance, Billing, Product, and Engineering to resolve issues and improve processes.

The ideal candidate brings 5–7 years in client service or fintech operations and 2–3 years of people leadership, with a Bachelor's in Business or related

Qualifications

• Bachelor’s degree required or equivalent experience.
• 5–7 years of experience in client service, operations, or related field.
• 2–3 years of people management or team lead experience.

Responsibilities

• Lead and support team members in delivering high-quality daily service to clients.
• Conduct daily standups and team huddles to review priorities and workload.
• Provide real-time coaching and support on inquiries and issue resolution.
• Monitor performance against productivity and quality standards and set targets.
• Develop and implement SOPs and knowledge base to improve efficiency and consistency.
• Coordinate with cross-functional teams for escalations and issue resolution.

Skills

People management

Operational leadership

SLA management

Data analysis

Education

Bachelor’s degree in Business, Operations Management, or related field

Tools

Salesforce

Zendesk

Ticketing systems

Job description

Apex Fintech Solutions LLC is seeking a hands-on Manager, Service Management Office to oversee daily operations of the Service Management Analysts, ensuring excellence in service delivery, SLAs, and client experiences. This role partners with Operations, Compliance, Billing, Product, and Engineering to resolve issues and improve processes.

The ideal candidate brings 5–7 years in client service or fintech operations and 2–3 years of people leadership, with a Bachelor's in Business or related