Customer Success Manager

Job Description

Founded in 2019, Bond's mission is to accelerate the pace of financial innovation and access to capital. Bond is now part of Fortune 500 financial technology company FIS (NYSE:FIS).

It's challenging for most businesses to build and offer engaging financial services products to their customers. Whether that's launching a new credit or debit card, a savings account, a lending business, or anything else - there are technical and operational barriers in the way.

Bond is a modern embedded finance platform that enables businesses to build, launch, iterate and scale financial services offerings easily and compliantly. We make integrations to the myriad, often-antiquated financial vendors and financial institutions more streamlined and intuitive. And, we make regulatory compliance not only achievable, but accessible through our platform and services. We enable innovative brands and businesses to better engage their customers with embedded financial solutions tailored to their customers' needs.

At Bond, we value leadership and believe everyone is a leader. We look for people who operate like owners, who love to learn, have grit, and operate with integrity and empathy. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out - and set you apart. We welcome diverse perspectives and people who are not afraid to challenge assumptions.

About the team:

The Customer Operations (COPS) team is the connective tissue of the company, responsible for bringing financial products to market built on a growing banking-as-a-service platform with multiple external partners. COPS works cross-functionally across all areas of the business with the goal of establishing and improving our business processes to deliver exceptional customer experience in a scalable, efficient way.

About the role:

Reporting into our Director of Implementation Management and Customer Success, this role will be pivotal in launching and supporting our customers. You will manage technical investigations and operational workflows and collaborate with key stakeholders across Product, Engineering, Compliance, Sales and Partnerships to drive successful outcomes. This is a highly visible, cross-functional role that will require strategic thinking and detailed execution.

What you will be doing:
Create tech support and customer success policies and procedures.
Manage Bond's support and customer success ticket queue.
Triage and respond to tickets.
Handle in-depth technical analysis and troubleshooting of issues reported by our customers, in collaboration with Bond's engineering and product teams.
Manage allocation of tickets to other stakeholders in the organization and ensure they address the reported issues.
Drive reported issues to successful resolution.
What you will need:

4+ 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
What we offer you:

A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:

A voice in the future of fintech
Always-on learning and development
Collaborative work environment
Opportunities to give back
Competitive salary and benefits

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FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $96,170.00 - $161,570.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.
Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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