Service Delivery Manager driving client relationships and service improvements for Snowflake, focusing on technical implementations and quality metrics. Collaborating with stakeholders to enhance client satisfaction and service delivery processes.
About the role
- Manager of Member Services for fintech enhancing customer experience in Accounts-related functions. Focus on establishing high-performing support teams and operational excellence in a growing fintech environment.
Responsibilities
- Serve as the primary owner for Accounts-related member support within Member Services, including intake, escalation management, and resolution coordination
- Leading all Credit & Accounts support workflows, including line sizing and credit limit adjustments, payments and billing inquiries, statements, card activation and replacement, transaction declines, account modifications, and other sensitive financial requests
- Build a world-class Accounts servicing program, eventually building and leading a dedicated team of Agents and Leads
- Acting as the primary escalation point for complex, high-risk, or financially sensitive member issues, ensuring strong judgment, appropriate concessions, and clear communication
- Designing and implementing SOPs that improve consistency, reduce errors, and lower support costs over time
- Owning and improving core performance metrics, including response time, resolution time, member satisfaction, requests per labor hour, and appeasement costs
- Building and running QA/QC programs and conducting root cause analyses to continuously improve execution quality
- Partnering closely with Credit, Engineering, Finance, Design, and broader Operations to build scalable systems and tooling that strengthen the member experience
- Remaining hands-on when needed, scrubbing into the queue during high-volume periods, and being available for urgent or after-hours escalations when appropriate
Requirements
- 5+ years of experience leading customer support or member services teams in a fintech, payments, or similarly regulated environment.
- Deep familiarity with billing, payments, account status workflows, and high-stakes member escalations.
- Exposure to high-growth, performance-driven environments
- Strong judgment around credits, concessions, and financial risk decisions
- Proven experience building and managing high-performing teams, including hiring, training, and performance management.
- Strong operational mindset with experience creating SOPs, running RCAs, and implementing QA/QC processes.
- Experience working with standard CS tools and metrics; Zendesk experience strongly preferred.
- Clear, confident communicator who can work directly with senior leaders and cross-functional partners.
Benefits
- Full Medical, Dental, and Vision coverage.
- 401k Plan.
- Flexible Time Off.
- A hybrid environment with flexibility when needed.
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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