Senior Manager of Customer Operations, AffiniPay
+ Annual bonuses + Equity options
Essential tools for professionals
Posted today
Essential tools for professionals
501-1000 employees
Posted today
+ Annual bonuses + Equity options
501-1000 employees
Company mission
To empower people to pursue their passion.
Role
Who you are
- Bachelor’s degree in Business, Communication, or related field, or equivalent experience
- 5+ years of leadership experience in customer support or operations, preferably within fintech, financial services, or SaaS environments
- Proven ability to lead large, distributed support teams with a focus on coaching, performance management, and career development
- Strong analytical skills, with experience using data to inform decisions and drive continuous improvement
- Excellent interpersonal, verbal, and written communication skills
- Strong organizational skills and ability to manage competing priorities in a fast-paced environment
- Demonstrated ability to influence cross-functional teams and advocate for the customer
- High level of professionalism, integrity, and ethics
- Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation
What the job involves
- The Senior Manager, Customer Operations, will serve as the key strategic and operational partner to the Director, Customer Support, ensuring that all 8am customers across payments and software products receive exceptional support
- This leader will oversee day-to-day operations of the Customer Support teams, driving service excellence, operational efficiency, and continuous improvement
- The ideal candidate has proven leadership experience in fintech and/or SaaS environments, thrives in a fast-paced and evolving organization, and excels at balancing people leadership with data-driven decision making
- They will play a pivotal role in scaling our support function, ensuring customer satisfaction, and setting the foundation for long-term success
- Lead, mentor, and develop Customer Support managers and teams across both payments and software product lines
- Foster a culture of accountability, collaboration, and excellence
- Ensure team members are equipped with the tools, training, and resources needed to deliver consistent, reliable, and empathetic support
- Act as escalation point for complex customer issues and support resolution
- Oversee daily support operations to ensure service level agreements (SLAs) are consistently met
- Monitor, analyze, and report on support performance metrics, including productivity, quality, and customer satisfaction
- Partner with the Director, Customer Operations to define and implement scalable processes, workflows, and best practices across support functions
- Identify opportunities for automation, efficiency, and self-service to optimize the customer experience
- Champion a customer-first mindset across the Support team
- Leverage customer feedback, support data, and industry trends to identify opportunities for improvement
- Partner cross-functionally with Product, Engineering, and Sales to ensure customer feedback drives product enhancements and operational improvements
- Serve as the right-hand to the Director, Customer Support, supporting the strategic planning and execution of customer support initiatives
- Provide insights and recommendations to leadership on team performance, process improvements, and resource planning
- Contribute to long-term strategies for scaling customer support across 8am’s brands
Our take
Many professionals find their time taken up by administrative tasks and operational processes, leaving them fewer hours to focus on the work they love. AffiniPay supplies finance, payments and management software to make these processes swifter and easier, saving users precious time.
The company has a wide range of products including payments and reporting for accountants, legal case management software, and operations assistance for nonprofits. This broad scope allows AffiniPay to serve upwards of 150,000 professionals across legal, accounting, construction, design and association.
Recently, the company secured a significant investment from Genstar Capital that will fuel its next chapter of growth. This includes investing in innovation and the further extension of its suite of solutions.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Robust 401(k) plan
- Bonus programs based on performance and tenure
- Fantastic amount of swag and food
- Happy hours, quarterly events, as well as virtual and in-person team building
- Continuing career development and education programs
- Award program with the chance to go on once-in-a-lifetime annual incentive trips
- Frequent company-wide volunteering events to give back to our communities
- Annual charity contribution matching program for the organization of your choice
- Opportunity to share in the success of the company through our employee option program
Company HQ
Davenport Ranch West, Austin, TX
Leadership
Dru Armstrong
(CEO, not founder)Advisor for Women@Austin and Board Member at YPO. Former CEO of Grace Hill, and co-founded and was CEO at Lily Pod.
Salary benchmarks
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