Technical Customer Experience Manager

Help us solve fraud asap with Casap — where we’re building the world's first AI-native disputes automation and fraud prevention platform. Our mission is to create a future where trust is a given and fraud is rare by empowering financial institutions to automate disputes, eliminate first-party fraud, and turn manual back-office workflows into loyalty-building moments for customers and members. We’re a Series A startup founded by product leaders from Robinhood and Chime , and we’ve raised over $30M from Emergence, Lightspeed, Primary Ventures, SoFi, and others. We have incredible product market fit, an exceptionally ambitious and kind culture, and our CEO, Shanthi, was recently named to Inc. Magazine’s 2026 Female Founders 500 . Over the past 12 months we’ve more than 10x’ed revenue and we’re just getting started. Location(s) This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays. About the Role As a Client Experience Manager, you are the accountable owner of the post-onboarding client experience. The role thrives inside the product, investigating real issues, and resolving them with precision. It is equal parts reactive and proactive: you own the support queue, treat recurring problems as programs to solve, and act as the trusted face for clients across multi-year relationships. This role is ideal for someone who is naturally inquisitive, a great problem solver, and an empathetic communicator, just as comfortable digging through logs as presenting outcomes to a client's leadership team. What You'll Do Client Support : Own the support queue end to end. Triage, respond, resolve, and track issues to closure across every organization we serve. Issue Investigation : Reproduce client-reported issues and research logs to root cause before escalating. Partnership : Hand off to engineering and product with clean, reproducible, high-signal detail, including steps, logs, expected versus actual behavior, and impact. Own Outcomes, Not Just Tickets : Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable solutions rather than one-off fixes. Insight Generation : Synthesize patterns across tickets into clear themes and recommendations on a regular cadence. Client Training : Deliver enablement sessions, feature walkthroughs, and best-practice guidance, and build the documentation and runbooks that prevent repeat questions. Implementation Support : Partner with the implementation team during onboarding to train clients and help new users get fluent quickly. Proactive Engagement : Stay ahead of clients through a regular meeting cadence, weekly or biweekly as needed, plus follow-up as needed. What You’ve Done Eager to become a subject-matter expert in the product and disputes, and quick to ramp on hard domains Strong problem-solving skills with a structured approach to breaking down problems. An excellent written communicator who can make a complex dispute issue legible to clients and teammates. Comfortable in an early-stage environment, building process while doing the work Great presence and professional composure, especially when an issue is live and the stakes are high Compensation The base pay range for this role is $115,000 – $170,000 per year. Casap's compensation package includes a competitive base salary benchmarked against real-time market data, as well as equity for all full-time roles. We also offer exceptional benefits, as well as bonuses and commission plans for applicable roles. The listed US-based compensation range is a guideline and may be modified. Final compensation will vary based on market conditions, geographic location, and candidate qualifications, including relevant knowledge, skills, and experience assessed during the interview process. 📈 Start-up equity 🦷 Full health, vision & dental coverage 🩺 One Medical membership 🍽️ Stocked kitchens + weekly lunches 🚍 Commuter benefit 🚠 Team building events & happy hours 🌴 Flexible PTO 💻 Apple equipment + annual home office budget Casap is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. Casap is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.