Job Description
Essential Qualifications
• 6+ years in client support, customer success, or client services — with at least 3 years
managing a team
• Experience leading support operations in a complex, data-intensive environment where answer
quality matters more than speed — financial data, SaaS platforms, research services, or capital
markets technology preferred
• Demonstrated ability to improve CSAT, reduce resolution times, and scale support operations
without sacrificing quality
• Strong data fluency — comfortable pulling support metrics, building reports, identifying trends,
and presenting findings clearly to leadership
• Excellent written and verbal communication skills across audiences from end users to senior
stakeholders
• Experience managing distributed or offshore team members; specific history of retaining and
growing talent to address complex and product related inquiries
• Familiarity with Salesforce or equivalent case management systems
• Background in commercial real estate, financial data, or institutional SaaS is a plus — not a
requirement