Manager, Global Support Remote, US

Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture.We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning e join our team as we develop new ways to improve the lives of working Americans.About the Role:The End User Support Manager is responsible for leading and managing the End User Support team, which includes Onboarding Lead Analysts and T3 Escalation Specialists, and for overseeing our Business Process Outsourcing (BPO) partner. This role involves ensuring efficient and effective support operations, resolving complex customer issues, driving process improvements, and maintaining strong relationships with both internal teams and external partners.Responsibilities include, but are not limited to:Team Leadership and Management:Manages and mentors team members, providing guidance and support to meet team goalsOversees issue identification and resolution for new customer onboardingEnsures effective triage, investigation, and response to complaints and escalationsMonitors team performance, providing coaching and feedbackLeads a cross-functional and cross-vendor support organization, managing internal team leads and external BPO Operations Managers across multiple global locationsOversees performance, morale, and development for Tier 1, Tier 2, Tier 3, Onboarding, and Quality teamsBPO Partner Management:Manages the BPO relationship, ensuring SLA adherence and performance standardsConducts regular performance reviews, identifying and implementing improvementsCollaborates with the BPO partner to optimize support processes and enhance customer experienceEnsures the BPO partner has necessary training, resources, and support.Acts as the main point of contact for the BPO partnerPartners with BPO vendors to draft and revise contracts and addendums, ensuring alignment with operational needs prior to Legal reviewReviews and approves monthly invoices to validate performance and compliance with contractual termsWorkforce Management ( WFM ) and Tool Management:Manages and optimizes workforce management ( WFM ) processes to ensure efficient staffing levels and adherence to service level agreementsAdministers and utilizes Zendesk WFM to forecast staffing needs, schedule shifts, and track agent performanceAnalyzes WFM data to identify trends, optimize resource allocation, and improve overall operational efficiencyCollaborates with the BPO partner to ensure alignment on WFM strategies and effective utilization of Zendesk WFMLead daily stand ups to review prior-day performance and provide guidance on weekly and monthly WFM trendsPartners with Real-Time Analysts (RTAs) to evaluate daily and intraday coverage, address staffing gaps, and implement backlog reduction strategiesOnboarding and Issue Resolution:Oversees and monitors account onboarding problems via transaction alertsEnsures timely decisioning of compliance alerts ( KYC , Sanctions) and appropriate escalationEnsures team members engage with customers and vendors to resolve onboarding issuesAddresses and resolves high-level customer issues (severe complaints, service failures, process complexities)Handles and resolves sensitive financial transaction issues, ensuring satisfaction and complianceProcess Optimization and Improvement:Evaluates and streamlines customer support processesIdentifies bottlenecks and implements solutions to improve workflow and response times.Builds, maintains, and innovates onboarding, escalation, and resolution processesDevelops and implements strategies for continuous improvement in customer support and escalation managementData Analysis and Reporting:Analyzes customer support data (app store, social media) to identify trends and areas for improvementGenerates regular reports and insights for decision-making and strategic planningMonitors and reports on customer escalation management performance, providing insights and recommendationsCross-Functional Collaboration:Works with customer support, product, and engineering for product enhancements based on feedbackPartners with the Compliance team to identify trends and implement corrective actionsCollaborates with external vendors and internal teams to troubleshoot complex customer issues.Partners with CX Operations Manager on cross-functional projectsActs as a subject matter expert for the Training & Documentation team to improve documentationQualifications:2-4 years of experience in a support role, preferably FinTech5+ years of experience in customer support, with a focus on complex/high-priority issues2+ years of experience leading a team in customer support3+ years of experience managing vendor or BPO relationshipsStrong analytical skills with proficiency in data analysis tools and techniquesExcellent communication and interpersonal skillsFamiliarity with customer support technologies and processesDetail-oriented with a focus on continuous improvementAbility to thrive in a fast-paced, dynamic environmentProven experience in advanced customer support roles, preferably in FinTechStrong analytical and problem-solving skills with critical and empathetic thinkingAbility to quickly learn and apply new processes and technologiesDemonstrated ability to lead cross-functional teams and drive collaborative problem-solvingStrong organizational skills and attention to detail, with the ability to manage multiple high-priority tasksTravel:This position may require semi-annual travel to BPO sites in Columbia, Philippines, and India as needed.Schedule:Due to the nature of our 24/7 support availability, it may be necessary on occasion to schedule/attend meetings during 2nd/3rd shift times to align with shift leader pensation:The salary range for this role is $85-105k.The salary range displayed reflects an average base salary range for the position across all the U.S. The base salary offered to an applicant could be higher or lower based on each applicant's specific skill set, depth of experience, relevant education or training, etc.Location:This position is classified as REMOTEwithin the United States of America.We are unable to hire candidates located outside of the domestic U.S.Market-leading medical, dental, and vision insuranceStock optionsFree Premium-Tier Origin Financial Wellness subscriptionMonthly home-office stipend401k (TransAmerica)12-weeks paid parental leave for birthing and non-birthing parentsFlexible time off + sick and safe time11 paid company holidaysWorking at BranchA remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together. Learn more about what we do in this video !Our collaborative spirit has helped us become an award-winning FinTech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga FinTech Awards, FinTech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Must be currently authorized to work in the USA without sponsorship or transfer.No third-parties, please.View how Branch collects your personal data here .Create a Job AlertInterested in building your career at Branch? Get future opportunities sent straight to your email.Apply for this job*indicates a required fieldFirst Name *Last Name *Preferred First NameEmail *Phone *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfHow did you hear about this position? *Do you permanently reside within the United States? * which city and state do you permanently reside? *Have you previously worked at Branch as an employee or contractor? * Select...Please list the countries in which you have managed support teams. *Due to the nature of our 24/7 support availability, it may be necessary on occasion to schedule/attend meetings during 2nd/3rd shift times to align with shift leader schedules. Do you have this schedule flexibility? * Select...Are you willing and able to travel internationally on a semi-annual basis to visit our BPO sites? * Select...What are your compensation expectations? *Are you currently authorized to work in the United States without requiring the sponsorship or transfer of a work visa? * Select... #J-18808-Ljbffr

Created: 2025-09-17