Senior Customer Success Manager, Embedded Finance
November 23
Description
• Atelio's mission is to accelerate the pace of financial innovation and access to capital. • Atelio makes it easy for businesses to compliantly offer financial products. • Our platform streamlines the process of launching and iterating on financial products. • We look for people who operate like owners, who love to learn, have grit, and operate with integrity and empathy. • We welcome diverse perspectives and people who are not afraid to challenge assumptions. • The Customer Operations (COPS) team is responsible for bringing financial products to market. • You will manage technical investigations and operational workflows and collaborate with key stakeholders to drive successful outcomes. • Manage Atelio’s support and customer success ticket queue. Triage and respond to tickets. • Work with key stakeholders internally to create playbooks and a repeatable, scalable customer support process. • Drive reported issues to successful resolution.
Requirements
• 5+ years' experience in a Technical Support role, preferably in FinTech, card and account issuance, or payments. • Deep understanding of embedded finance or Banking-as-a-Service. • Familiarity working with card issuance, card processors, card networks and card printers. • Experience working with ticketing systems such as Zendesk. • Deep understanding of card transactions and ACH. • Ability to understand complex flows and work in collaboration with the engineering and product teams. • Excellent troubleshooting, problem-solving, and analytical skills. • Excellent written and verbal communication skills. • Familiarity with APIs and API clients such as PostMan. • Proven track record of successfully managing complex technical issues. • Multi-tasking, self-learning, highly motivated, and a team player. • Startup experience is a major plus.
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