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Digital Support Manager at Glide | New York City

GlideNew York City
On-site Full-time $80K/yr - $120K/yr

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Experience Level

Manager

Qualifications

Essential Qualifications:Experience in a bank or credit union; familiarity with core systems and regulatory requirements, enabling you to communicate effectively with clients. A keen curiosity to investigate beyond surface-level problems to truly understand client needs. Excellent written and verbal communication skills, coupled with a client-first approach. Ability to juggle multiple ongoing issues without compromising quality. Willingness to thrive in a fast-paced, early-stage startup environment where processes are still evolving. Preferred Qualifications:Experience in a client-facing support or success role at a fintech or SaaS company.

About the job

Welcome to Glide!

At Glide, we are redefining the banking experience for today's consumers. Our innovative embedded fintech platform empowers traditional financial institutions, such as community banks and credit unions, to create unique digital experiences for their clients.

Joining our extraordinary team, which includes experts from Stripe, Google, and Amazon, you will play a pivotal role as a Digital Support Manager (DSM) in helping us expand our product offerings to numerous banking institutions. Bring your fresh perspective to the longstanding financial sector!

Your Responsibilities:

  • Act as the main point of contact for clients after go-live, overseeing incoming support inquiries and ensuring prompt, high-quality resolutions.
  • Utilize your comprehensive knowledge of financial institution operations to identify and address issues at their root causes.
  • Collaborate with clients to understand their regulatory frameworks, core system setups, and operational processes to propose tailored solutions.
  • Keep precise records of all client interactions and escalate issues to engineering or product teams when necessary.
  • Analyze support request patterns and proactively share product feedback and insights with internal teams.
  • Employ AI tools to enhance efficiency in daily tasks.
  • Assist in creating help articles, training materials, and documentation for clients.

About Glide

Glide is at the forefront of transforming the banking landscape for modern users, providing cutting-edge solutions that empower community banks and credit unions to deliver exceptional digital experiences.

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