Customer Support Manager

Role

Lead and scale Longbridge’s U.S. Customer Support function during a critical phase of growth. As Customer Support Manager, you will oversee daily support operations, develop high‑performing team members, and build the scalable processes needed to support a rapidly expanding brokerage platform.

• Lead, manage, and develop a team of Customer Support Analysts.
• Conduct ticket quality reviews, performance coaching, and ongoing feedback sessions.
• Establish, monitor, and continuously improve SLA and response time standards.
• Support hiring, onboarding, and training of new support team members.
• Foster a culture of accountability, customer‑first thinking, and operational excellence.

• Oversee daily support operations across Zendesk (email, chat, phone).
• Monitor ticket queues to ensure timely and accurate resolution.
• Develop and maintain escalation procedures related to account opening, funding (ACH/wires), trade status inquiries, platform navigation, and regulatory/compliance matters.
• Ensure appropriate escalation of complex trading, compliance, or regulatory issues to internal partner teams.
• Drive adherence to quality standards and regulatory requirements.

• Develop, document, and maintain support team SOPs and internal workflows.
• Track support KPIs and performance metrics; analyze trends and identify areas for improvement.
• Collaborate cross‑functionally with Operations, Compliance, and Product to address root causes and improve the customer journey.
• Continuously enhance internal knowledge systems to support scale and efficiency.

• 5+ years of experience in financial services, fintech, brokerage operations, and/or customer support.
• Prior experience managing and developing a customer support team.
• Exceptional written and verbal communication skills.
• Strong attention to detail and ability to operate within regulated environments.
• Proven ability to work cross‑functionally with Operations, Compliance, and Product teams.
• Comfortable building and improving processes in a fast‑paced, high‑growth environment.

• Experience managing Zendesk or similar customer service ticketing platforms.
• Background in fintech or brokerage environments.
• Understanding of ACH, wires, trading fundamentals, and the brokerage account lifecycle.