Associate Manager, Premier Support

Responsibilities

• Lead and develop a team of senior Premier Support specialists through weekly 1:1s, behavior-changing feedback, and development plans.
• Set performance standards, recognize strong performance, address gaps, and manage difficult conversations.
• Own quality, responsiveness, SLA delivery, account-risk triage, load balancing, coverage, and on-call rotations.
• Lead escalations for strategic accounts, drive issues to resolution, keep partners informed, and coordinate escalation to Product or Engineering.
• Partner with Account Management on shared accounts, surfacing risks and feeding customer and product signals back to the business.
• Analyze quality, SLA, escalation, and volume trends to identify root causes and inform coaching or process changes.
• Build playbooks, documentation, and processes from recurring customer patterns.
• Manage capacity as the customer book grows.
• Adopt and champion AI-powered workflows and help the team become fluent with AI tools.
• Lead the team through ongoing organizational and operational change.

Requirements

• At least 2 years of people-management experience, with direct accountability for performance, development, and difficult conversations.
• At least 4 years of experience in customer-facing support, technical account management, or customer success, including enterprise or complex B2B accounts.
• Experience managing performance effectively and honestly.
• Experience leading a team through significant change, such as a reorganization, new operating model, or tooling migration.
• Strong analytical and root-cause analysis skills.
• Excellent written and verbal communication skills, including executive communication and customer escalation management.
• Comfort leading in ambiguity while building processes and operating them.
• Experience using AI tools to improve support or account workflows, including research, drafting, or process automation.
• Availability outside standard hours when required, including weekend on-call rotations and occasional holiday coverage.

Nice-to-haves

• Experience managing a named B2B account book or leading a team that did so.
• Experience building AI-powered workflows, automation, or reporting systems.
• Experience standing up a team or function from an early stage.
• Close partnership experience with Customer Success, Account Management, or Sales.
• FinTech or financial services background.
• Familiarity with ERP and accounting systems such as NetSuite, Workday, or Sage Intacct.
• Ability to discuss APIs, bank integrations, and accounting software integrations.
• Experience with premium, dedicated, or VIP support models at a high-growth company.

Compensation and Benefits

• NYC and SF pay range: $108,000–$132,000.
• All other locations pay range: $100,000–$125,000.
• Flexible PTO, home-office equipment, health and wellness stipend, intra-office travel budget, and weekly coffee stipend.
• 100% medical, dental, and vision coverage for U.S. employees, with partial dependent coverage.
• One Medical membership, 401(k) with employer match, fertility HRA, parental leave, pet insurance, and in-office perks.
• Relocation support to NYC or SF as needed.