About Tyfone.

Tyfone, a global leader in the SaaS Digital Banking, Youth Banking, and Digital Payments sectors, is redefining how the world engages with digital finance and payments. Our digital solutions empower individuals, families, and businesses to simplify and make it easier to manage their financial lives, achieve their financial goals, and improve their financial health. Our solutions power digital services for banks and credit unions across the U.S.

Tyfone is a leader in the digital banking sector, offering a range of solutions including nFinia Retail Digital Banking, nFinia Business Digital Banking, and Harmoney Management Console. We also provide payment solutions such as FedNow Instant Payment Xchange™ (IPX), Skip-A-Pay, and Quick Pay. Over 100 customers trust Tyfone’s solutions, which are supported by over 200 integrations and over 140 patents. Tyfone has been recognized as a Best Place to Work in Fintech by American Banker and has received multiple awards for its solutions. The company operates with a lean-team model for external engagements to manage costs, increase selling time, and accelerate pipeline velocity. Tyfone values collaborative execution as the path to market leadership.

We are an equal-opportunity employer, and we encourage candidates from diverse backgrounds to apply.

About the role.

Senior Manager, Customer Support to provide strategic leadership for our growing Customer Support team. This person should be hyper-focused on providing the best customer experience, and bring expertise in how to do that efficiently at scale in a high-volume environment. Our ideal candidate is a seasoned customer support and operations leader with a bias toward action, combining strong quantitative and leadership skills with a tactical, “roll-up-your-sleeves” mindset to drive problem-solving, execution, and total ownership of the customer experience. Experience in and leveraging AI in Support is a must.

Responsibilities include (but are not limited to) the following.

• Lead Tyfone’s high-performing, 24/7/365 Customer Support organization by focusing on technology, process, and people
• Define, own, and drive adherence to our customer support success metrics and KPIs
• Establish and lead a regular cadence of strategic touchpoints and business reviews with key client stakeholders to ensure Tyfone is meeting their evolving digital banking needs.
• Serve as the ultimate point of contact for critical client issues, personally managing high-stakes escalations ensuring immediate action and transparent communication.
• Build and nurture a vibrant customer support team, fostering a culture of ownership, empathy, and continuous improvement.
• Attract, hire, and develop top talent, ensuring strong team cohesion and knowledge retention.
• Champion professional development opportunities for your team, empowering them to deliver exceptional service.
• Work cross-functionally to ensure the customer service experience is considered at every step, whether in product development, customer onboarding, or retention
• Design and implement effective customer support processes and policies, optimizing workflows for maximum efficiency and resolution.
• Using AI, leverage data and analytics to identify trends, track performance, and drive targeted improvements in customer satisfaction.
• Collaborate with product and engineering teams to ensure product quality and address customer feedback.
• Define and implement the Customer Support organization’s technology roadmap to include AI and optimize the use of current CRM and workforce management tools
• Leverage data to identify areas of opportunity across the customer support team with a focus on efficiency, reliability, and scalability
• Implement processes and procedures to resolve issues and escalations as needed, identifying trends and solutions to mitigate similar challenges down the road

Skills and qualifications.

• 8 to 12 years experience of scaling customer support teams to meet ambitious company goals, ideally in a startup environment (experience in Fintech, a plus!).
• Deep understanding of customer service operations including the service journey, performance management, staffing, and capacity planning.
• Passion for empowering the team to provide a 5-star customer experience, every time.
• Proven track record of building, leading, and mentoring high-functioning teams and individuals.
• Experience working with Business Process Outsourcing (BPO) firms to supplement internal resources and provide flexibility to scale support operations.
• Experience with CRMs and other customer management tools and platform systems to drive efficiencies (Salesforce Service Cloud preferred).
• Strong quantitative skills, with the ability to use data to drive decision-making.
• Keen problem-solving abilities and a bias-towards-action approach.
• Ability to operate both with a strategic lens and no hesitation to roll up your sleeves.

To apply, email careers@tyfone.com with the job title as the subject line.