Glide
Digital Support Manager (DSM)
New York City, Remote. Posted 8 months ago
The role
The Digital Support Manager serves as the primary point of contact for clients post go-live support. You will manage inbound support requests and diagnose issues using knowledge of financial institution operations.
What you will do
- Serve as the primary point of contact for clients post go-live support
- Manage inbound support requests and ensure timely, high-quality resolutions
- Diagnose issues at the root cause level using knowledge of financial institution operations
- Partner with clients to understand regulatory environment, core system configurations, and operational workflows
- Maintain accurate records of all client interactions
- Escalate issues to engineering or product teams as needed
- Identify patterns in support requests and surface product feedback and client insights
- Leverage AI tools to streamline and optimize day-to-day responsibilities
- Contribute to the development of help articles, training materials, and client-facing documentation
Required qualifications
- Experience working at a bank or credit union
- Knowledge of core systems and regulatory requirements
- Natural curiosity to uncover what clients actually need
- Strong written and verbal communication skills
- Ability to manage multiple open issues simultaneously
- Comfort working in a fast-paced, early-stage startup environment
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
Benefits
- Competitive Compensation
- Equity package
- Wellbeing Credits (for US employees)
- Health, dental, and vision insurance
- $100 monthly health and wellness stipend (for US employees)
- $100 weekly stipend for lunch or groceries (for US employees)
- Unlimited PTO and Sick Days
About the company
Glide is an embedded fintech platform that empowers legacy financial institutions to pioneer novel digital experiences. The team includes engineering, product, and growth experience from Stripe, Google, and Amazon.