Senior Manager, Client Operations & Support

About Us For over 10 years we’ve partnered with Canada’s largest banks to help 1000+ corporate clients simplify and scale their mass payouts to drive business outcomes. Our branded money programs are used to pay people rewards, commissions, shopper rebates, insurance benefits, goodwill campaign, emergency funding, and more. We’re a growing company and our employees enjoy engaging and interactive work, challenging career opportunities and a collaborative team-based culture. We offer a casual work environment, competitive salaries, excellent health and dental benefits and more. We also offer opportunities and support for ongoing learning, growth, and career development. Berkeley is centrally located in downtown Toronto. Job Description This is a remote position. We are looking for a Senior Manager, Client Operations & Support who does more than just manage tickets—you will own the day-to-day operations for our clients. This is a high-stakes role designed for a leader who can navigate the intersection of technical incident management, regulated fintech compliance, and of course client and cardholder support. You aren't just leading a support team that handles all inbound client and cardholder tickets; you will lead complex CCaaS (Contact Center as a Service) infrastructure improvements, to interacting with multiple vendors, to defending RCAs in front of key clients. Core Responsibilities AI & Automation Strategy: Architect and implement a "smart" support layer using AI Agentic tools and automated workflows to decrease unit cost-to-serve while increasing First Contact Resolution (FCR). Enterprise Operational Account Partnership: Act as the primary operational partner for marquee enterprise accounts. You own the relationship health, lead executive-level calls, and ensure operational delivery meets the standards of our highest-value clients. Technical Incident & RCA Ownership: Serve as the "Commander-in-Chief" for technical incidents. You are responsible for coordinating internal engineering, external processors, and client communications under high pressure, ensuring Root Cause Analysis (RCA) documents are accurate, timely, and technically sound. Infrastructure & Migration Leadership: Lead critical internal projects. You own the Go/No-Go decisions, vendor coordination, and the cross-functional roadmap required to modernize Berkeley’s client and cardholder support infrastructure. People Management: Lead the Client and Cardholder Support teams, including internal and 3rd party providers to ensure outstanding Client Satisfaction and First Contact Resolution, coupled with a superior team culture. Requirements This role requires a rare blend of "technical fixer," "executive diplomat," and "operational architect." Experience: 8+ years in Client Operations or Success, specifically within Fintech, Payments, or a highly regulated SaaS environment. Incident Mastery: Proven experience leading technical incident responses and writing complex RCAs for enterprise-grade clients. You must be comfortable "speaking engineer" and "speaking client" simultaneously. High-Stakes Account Operational Support: Experience in providing operational support to named, high-revenue accounts (Enterprise/Tier 1) and reporting directly to client C-Suite leadership. Regulatory Understanding: An understanding of and/or the ability to learn the compliance requirements in payments (e.g., AML, KYC, regulatory reporting, and financial dispute resolution). Project Leadership: Demonstrated success in leading infrastructure implementations and/or migrations (e.g., CCaaS, CRM, telephony, Agentic AI, etc.) with full accountability for vendor performance. Strategic People Ops: Experience not just "managing" but building teams—designing org charts, managing performance-related transitions, and scaling a workforce through rapid growth. Technical Stack: Proficiency in Zoho, JIRA, Metabase, or similar software applications, and modern AI support agents/LLM implementation. Benefits At Berkeley, we operate at the center of the B2B payment revolution. We offer a high-autonomy environment where your work has a direct line to the company’s bottom line. Executive Visibility: Direct partnership with the COO and CEO, with a seat at the table for critical operational decisions. Remote-First Flexibility: Work from your home office in a culture that prioritizes output over hours. High-Growth Environment: Lead the transformation of our operational layer during a pivotal period of infrastructure migration and AI adoption. Collaborative Innovation: Work with a team that values curiosity, directness, and the courage to tackle complex problems. Professional Development: Real-world experience in high-stakes fintech operations that serves as a springboard for Director/VP-level leadership.