[Remote] Customer Support Manager
Note: The job is a remote job and is open to candidates in USA. Longbridge is building a next-generation AI investing app designed to help everyday investors learn and take action. As Customer Support Manager, you will oversee daily support operations and develop a high-performing team to support a rapidly expanding brokerage platform.
Responsibilities
- 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
Skills
- 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
- FINRA SIE and/or Series 7 licenses
Company Overview