Lead Client Support Manager - Fintech SaaS

Cardata; New York (NY); On-site; Full time

Job description

About Us
Versana is an industry-backed fintech on a mission to improve the syndicated loan market. By digitally
capturing agent banks’ data in real time, Versana provides unprecedented transparency into loan-level
details and portfolio positions—bringing efficiency and speed to the entire market. Through our platform, participants can be confident they are accessing the market’s most credible source of deal information.

About You
We are looking for an experienced Client Support Manager who is eager to make a meaningful impact.
This role balances people leadership with hands-on ownership of inbound requests and escalations. You will lead the day-to-day customer support function, including monitoring and triaging tickets, resolving client issues within agreed service levels, establishing best practices, tracking and reporting support metrics, and continuously improving the tools and processes that power the team.

Key Responsibilities
• Build, manage, and mentor the client support team, fostering a culture of excellence and
accountability
• Define and maintain processes for responding to client requests; coordinate with internal and
external teams to drive timely resolution
• Serve as the primary escalation point for complex client issues; remove blockers and support the
team through resolution
• Configure and optimize support tools and systems to ensure efficient team operations
• Proactively monitor the production platform and support queue; analyze support metrics to
identify trends and implement improvements
• Develop and deliver regular reporting and insights for the management team
• Set team goals and coach the team to meet or exceed service-level targets (response time,
resolution time, and quality)
• Own and enforce support standards, including response and resolution SLAs and escalation
procedures
• Triage, categorize, and prioritize client issues to ensure timely routing and resolution
• Partner closely with Versana Product and Technical teams to resolve client issues and drive
product and process improvements

Must Haves
• 3–7 years of experience leading and scaling a customer/client support team
• Experience with ticketing systems, workflows, and SLA-driven support operations
• Knowledge of financial products and markets, or experience in a fintech environment
• Experience supporting a SaaS product in a technical support environment; comfortable with
technical terminology and troubleshooting
• Comfortable working in a fast-paced startup environment with changing priorities
• Hands-on leader who can balance team management with direct client support work
• Ability to manage multiple priorities and partner effectively with cross-functional stakeholders
• Excellent interpersonal skills and active listening
• Strong verbal and written communication skills
• Client focus and empathy
• Independent self-starter who can execute with minimal supervision
• Proficiency in Microsoft Office Suite
Nice to Haves
• Understanding of relational databases and experience with SQL queries
• Experience with Zoho, Zendesk, or similar ticketing systems

Nice to Haves
• Understanding of relational databases and experience with SQL queries
• Experience with Zoho, Zendesk, or similar ticketing systems