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Manager, Technical Support (Client Success Team)



IT, Customer Service
Vancouver, BC, Canada
Posted on Friday, May 17, 2024

Our Business

FISPAN is an Enterprise SaaS FinTech company that allows banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred operational software. Founded in 2016 by renowned entrepreneur Lisa Shields, FISPAN is on a mission to create the best product in the FinTech industry, and fundamentally change the way that companies bank. Being the market leader in ERP-banking, we work with the world’s Tier 1 banks with assets exceeding up to $3T, including J.P. Morgan Chase.

With our rapid growth, we are looking for dynamic and passionate individuals to join our high performance team, in an inclusive culture, that rockets us to number 1 in our space. FISPAN recognizes that passionate, hard working individuals with diverse backgrounds are what makes innovation happen. Being a Vancouver based start-up, our modern and scenic office is located in downtown’s historic Marine Building. 3

Key Responsibilities :

  • Team Management:
    • Managing and developing the client success & partnership success management teams.
    • Team building, including supporting the interview process for new hires, ensuring constant development of staff, and identification of high-performer / high-potential staff.
    • Defining KPIs and managing real-time dashboards to monitor and measure success.
  • Training and Development:
    • Provide ongoing training and professional development opportunities for the technical support team, including product knowledge, technical skills, and customer service best practices.
    • Encourage and support training programs and other learning initiatives to enhance the team's expertise and capabilities.
  • Customer Support:
    • Oversee the resolution of escalated technical issues related to our SaaS payments platform, ensuring timely and effective responses to customer inquiries.
    • Act as a point of contact for high-priority or complex customer issues, providing expert guidance and support to resolve them efficiently.
    • Monitor support ticket queues, prioritize tasks, and ensure that SLAs are consistently met or exceeded.
  • Process Improvement:
    • Assessing and optimizing all processes, policies, and systems.
    • Overseeing daily team workflows, systems, response and resolution times, and quality
    • Drafting, implementing and executing policies and procedures to facilitate a quality customer service experience.
  • Cross-functional Collaboration:
    • Work closely with Partner Success, Product, Engineering and our command center teams

Key Qualifications:

  • 5+ years of experience leading customer-facing support teams
  • Extensive experience implementing and owning client-facing systems.
  • Expertise in digital and self-service support models
  • Heavy knowledge and handling of customer service management methodology and techniques.
  • Excellent verbal and written communication skills for effective interaction with partners and internal teams.
  • Excellent leadership, interpersonal and customer service skills.
  • Strong analytical and problem-solving skills.
  • Ability to make data-driven decisions to improve efficiency, scalability, and the client experience

Personal Characteristics

  • Relentless focus on quality and associated QA procedures for your staff, with a proven record of delivering continuous improvement to achieve company goals and high standards of quality
  • Innovative and able to find new ways to respond to customer needs, resolve problems, and manage escalations while adhering to uniform policies
  • Works collaboratively with other team members of all levels
  • Lives and works honestly and with integrity

Why Work With Us?

  • Experienced team

Our CEO’s previous venture, Hyperwallet, was purchased by Paypal and ranks as one of the largest Canadian acquisitions! A seasoned leadership team with relevant experience scaling technology companies from start-up through growth phases to acquisition. Join our team to build your network and engage in mentorship opportunities.

  • Start-Up Environment

FISPAN’s start-up nature implies autonomy and leadership over projects. Our employees hold a higher level of responsibility and are presented with various hands-on opportunities from the get-go. We want our team to reach their full potential and career aspirations.

  • Rich Culture

We understand that personal growth happens on multiple levels, which is why we encourage a work-life balance to have family time, explore new ideas and develop hobbies. At FISPAN, you can also expect various virtual and in person company-wide events and clubs to drive engagement.

  • Perks

Our prime downtown Vancouver office is close to a Skytrain, prestige shopping, and coastal views. FISPAN employees have access to our building fitness center and amenities, fully stocked cupboards, weekly team lunches, and daily coffee runs. We also set our employees up for success by providing the most modern MacBook and Apple equipment.

Compensation and Benefits Package

FISPAN believes in an atmosphere and culture when innovation can flourish, collaboration and teamwork are valued and transparency is at the core of it all. We want our employees to see how the ideas they help generate today have an impact on how we do business tomorrow.With that, the hiring salary range for this position is $98,270-$115,000 annually; the base pay offered is based on comparable market data from companies of similar employee size, revenue and location.As part of our total rewards offering, permanent employees in this position may be eligible for our competitive semi-annual bonus program, subject to program eligibility requirements.

At FISPAN, we reward employees for achieving their objectives, going beyond the requirements of their job, demonstrating leadership, fostering innovation and advancing the organization as a whole. We value talented people of all backgrounds and characteristics that share our vision of being the number one platform for the business banking ecosystem.

Other components of our towards rewards offerings include support of career development, wellbeing, and personal growth.

  • Extended health and dental benefits
  • Paid time off
  • Savings and retirement plan matching
  • Parenthood top-up
  • Mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements and may vary, only be partially or not at all available based on criteria such as location, employment status, etc. We’ll be happy to clarify eligibility for interviewing candidates.

Diversity, Equity & Inclusion

As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion because it makes sense for our business and creates a culture of diverse ideas that results in a high performance culture. This starts in the recruitment process by providing the most diverse candidate pool to our leaders as we can. From there leaders decide on the best candidate for the job based on their merits.