Customer Success Manager Senior [Embedded Finance]

Job Description

Atelio's mission is to accelerate the pace of financial innovation and access to capital.

Today, it's difficult for many businesses to build the financial products they imagine. Whether that's launching a new credit or debit card, a savings account, a lending business, or anything else — there are barriers in the way. Atelio is focused on helping brands, businesses, and banks hurdle over those roadblocks. 

Atelio makes it easy for businesses to compliantly offer financial products. We make integration to the myriad, often-antiquated financial vendors more streamlined and intuitive. And, we make regulatory compliance not only achievable, but accessible. Our platform streamlines the process of launching and iterating on financial products, thereby enabling digital brands to better engage their customers with unique financial products tailored to their needs.

At Atelio, 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.

Job Overview:

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.

Reporting into our Senior 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, Legal & Compliance, Sales and Partnerships to drive successful outcomes. This is a highly visible, cross-functional role that will require strategic thinking and detailed execution.

You will:

• Create tech support and customer success policies and procedures.
• Support weekly/monthly reporting to senior leadership.
• Manage Atelio’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 Atelio’s engineering and product teams.
• Manage allocation of tickets to other stakeholders in the organization and ensure they address the reported issues.
• Work with key stakeholders internally to create playbooks and a repeatable, scalable customer support process.
• Drive reported issues to successful resolution.

Your background and skills will include:

• 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

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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