Glide
Digital Support Manager (DSM)
3mo ago
80000 –120000 USD / yearUSARemoteai toolsclient supportissue diagnosisdocumentation
Manage post go-live client support and collaborate with internal teams to enhance product experience for banks.
Responsibilities
- Serve as the primary point of contact for clients post go-live support, managing inbound support requests and ensuring timely, high-quality resolutions
- Leverage deep knowledge of financial institution operations to diagnose issues at the root cause level — not just the surface
- Partner with clients to understand their regulatory environment, core system configurations, and operational workflows in order to recommend solutions that truly fit their needs
- Maintain accurate records of all client interactions, escalating issues to engineering or product teams as needed
- Identify patterns in support requests and proactively surface product feedback and client insights to internal teams
- Leverage AI tools to streamline and optimize day-to-day responsibilities
- Contribute to the development of help articles, training materials, and client-facing documentation
Nice to have
- Experience at a fintech or SaaS company in a client-facing support or success role
- Familiarity with project management or ticketing tools (Asana, Pylon, Zendesk, or similar)
- Experience writing client-facing documentation or training materials
- A collaborative, entrepreneurial spirit
Conditions
- As this role can be eligible for remote employees, the base salary range is $80,000 - $120,000 This will be determined by previous experience and location. We also offer a generous equity package for joining us at Glide!
Other
- At Glide we’re reimagining the banking experience for the modern world . Our embedded fintech platform empowers legacy financial institutions, like community banks and credit unions, to pioneer novel digital experiences for their customers.
- You’ll be joining an all-star team with engineering, product, and growth experience from Stripe, Google, and Amazon. We’re looking for a talented Digital Support Manager (DSM) to help us grow our product to hundreds of banks. We’re bringing a new perspective to the decades-old financial world , and we’re hoping you can help us do that!
- Experience working at a bank or credit union — you know what a core system is, you understand regulatory requirements, and you can speak your clients' language
- A natural curiosity to dig past the surface-level problem and uncover what clients actually need
- Strong written and verbal communication skills with a client-first mindset
- Ability to manage multiple open issues simultaneously without dropping the ball
- Comfort working in a fast-paced, early-stage startup environment where the playbook is still being written
- Besides stellar health, dental, and vision insurance, we offer a $100 monthly health and wellness stipend to help you stay active and healthy!
- We’re huge foodies, so every member of the Glide team receives a $100 weekly stipend for lunch or groceries. No one goes hungry around here :)
- We trust our team to balance their responsibilities and well-being, so our unlimited PTO and sick day policy empowers everyone to take the time they need without unnecessary red tape.
- We’re an actively expanding team, and in our Madison Square Park headquarters and are excited to grow an engaging in-office culture—ideally, our NYC-based team members will join us in the office three days a week to help make that vision a reality.