Customer Support Manager

Oversee daily support operations and ticket queues, directly handling escalations as needed (including overnight escalations).

Monitor SLA performance, backlog health, response times, and customer satisfaction.

Manage customer escalations and coordinate timely resolution with internal teams.

Ensure consistent and proactive customer communication throughout the support lifecycle.

Identify recurring issues and drive operational improvements.

Monitor operational metrics and use data to improve team performance.

Build trusted relationships with customers through professionalism, responsiveness, and transparency.

Participate in customer operational reviews and escalation meetings as needed.

Partner with Customer Success Managers to provide a seamless customer experience.

Advocate for customer operational needs while maintaining alignment with company processes and priorities.

Coordinate customer operational activities including:

Production readiness activities

Customer onboarding support

Environment readiness coordination

Release readiness validation

Customer testing coordination

Operational risk identification

Follow-up and issue tracking

Partner with Product, Engineering, DevOps, Professional Services, and Customer Success to ensure operational activities are completed successfully.

Note: The Customer Support Manager coordinates these activities but is not responsible for implementation or project ownership.

Work closely with:

Product Management

Engineering

DevOps

Professional Services

Customer Success

Information Technology

Security

to resolve customer issues, improve support processes, and deliver an exceptional customer experience.

Identify opportunities to improve support processes and customer experience.

Contribute to knowledge base improvements and internal documentation.

Support adoption of new tools, automation, and AI-enabled workflows that improve support efficiency.

Recommend operational improvements based on customer feedback and support trends.

Financial Services or Wealth Management experience.

SQL troubleshooting experience.

Experience supporting cloud-based applications.

The Customer Support Manager will be measured by:

SLA attainment

Customer Satisfaction (CSAT)

Ticket backlog health

Escalation management

Team engagement and retention

Analyst development

Operational efficiency

Knowledge sharing and documentation quality

Continuous improvement initiatives

Cross-functional collaboration

PureFacts is the leader in the Revenue Performance Management category for wealth and asset management firms. The PureRevenue™ Platform helps organizations maximize revenue potential by connecting pricing, billing, compensation, advisor behavior, and AI-powered intelligence within a single Revenue Book of Record. By transforming fragmented revenue processes into a coordinated growth system, firms gain greater visibility, stronger pricing discipline, improved revenue capture, and more effective advisor alignment. The result is faster organic growth, improved profitability, and increased enterprise value. For more than 25 years, PureFacts has helped leading financial institutions turn revenue from an operational process into a strategic advantage.

At PureFacts, we are building an AI-native platform and company. We embed AI, intelligent automation, and agentic workflows across our products and operations to detect anomalies, surface insights, streamline repetitive work, and support faster, better decision-making. In a highly regulated industry, we believe AI must be practical, governed, and auditable—amplifying human expertise while helping our teams and clients focus on higher-value, strategic work.