Careers AT Bipsync

Careers AT Bipsync

Lead Technical Customer Success Manager

New York, NY

Sponsorship not specifiedDetected 22 days ago
JavaScriptHTMLCSSRESTProduct StrategyJiraCustomer SuccessCustomer SupportZendeskResearchLeadershipCommunicationMentoring

About the role

  • Act as a senior technical point of contact for clients and the Customer Success Associates, owning complex technical queries and escalations end-to-end.
  • Act as escalation point for high-impact or complex customer issues; coordinate cross-functional resolution with Engineering, Product, and Customer Success.
  • You communicate clearly, can translate technical details into customer-friendly language, and you bring strong judgement to prioritisation and escalations.

Responsibilities

  • You will be joining an established Customer Success team and will o wn the client support operation and ensure consistently high-quality, timely, and professional responses across all channels.
  • You will own the support workflow end-to-end-triage, escalation, resolution, communication, and continuous improvement-ensuring issues are handled with urgency, clarity, and high quality.
  • You will also help evolve our support model, tooling, and knowledge base to scale with the business.
  • Manage and prioritise the support queue; lead daily triage and ensure clear ownership, next steps, and expected timelines.
  • Ensure support communications are clear and proactive; maintain strong stakeholder alignment during incidents or sensitive escalations.
  • Define and maintain support playbooks, SOPs, templates, and a structured internal knowledge base to improve speed and consistency.
  • Track, analyse, and report on support performance and customer pain points (e.g., volume, response times, resolution times, recurring themes); turn insights into actions.
  • Drive continuous improvement initiatives (process, tooling, documentation, quality checks) to reduce friction and increase customer satisfaction.
  • Partner with Product to capture and synthesise support insights into the product feedback loop and prioritisation.
  • Lead and support the team's adoption of AI-assisted workflows for triage, summarisation, drafting customer updates, and documentation-ensuring outputs are validated and customer data is handled responsibly.

Requirements

  • Requirements Bachelor's degree and 7+ years of experience in client support, technical support, customer success operations, or a related B2B SaaS function.
  • 2-3 years of experience leading or mentoring a support team (formal people management or clear team leadership responsibilities).

Nice to have

  • Investment Management or research technology/SaaS experience is strongly preferred.

Skills

  • Strong analytical skills; comfortable using data to identify trends, prioritise work, and measure improvement.

Benefits

  • Competitive salary with the potential for a discretionary bonus on top of the base salary.
  • We offer significant benefits in an exciting, friendly and flexible work environment.
  • We're a fast-growing business with solid investment, a proven product strategy and a lucrative target market.
  • This brings a number of benefits, including a high level of autonomy, a tightly-knitted team, and a lack of bureaucracy.
  • Summary Bipsync is a fast-growing financial technology SaaS company with a product thoughtfully designed to optimize research management.

Company info

  • Our customers include the world's leading Allocators, Asset Managers, and Alternative Fund Managers.
  • We are an equal-opportunities company that values diversity, and encourage all qualified applicants to apply.

Equal opportunity

  • Bipsync is proud to be an equal opportunities employer.
  • Our inclusive culture empowers all of us to collaborate, belong, learn and grow.
  • We recruit and reward based on capability and performance and encourage applications from all backgrounds and communities.
  • We're committed to having a team that is made up of diverse skills, experiences and abilities and we value the positive impact that difference has on our teams.
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