Customer Success Manager

About the position

Atelio's mission is to accelerate the pace of financial innovation and access to capital. Today, it's difficult for many businesses to build the financial products they imagine. Whether that's launching a new credit or debit card, a savings account, a lending business, or anything else — there are barriers in the way. Atelio is focused on helping brands, businesses, and banks hurdle over those roadblocks. Atelio makes it easy for businesses to compliantly offer financial products. We make integration to the myriad, often-antiquated financial vendors more streamlined and intuitive. And, we make regulatory compliance not only achievable, but accessible. Our platform streamlines the process of launching and iterating on financial products, thereby enabling digital brands to better engage their customers with unique financial products tailored to their needs. At Atelio, we value leadership and believe everyone is a leader. We look for people who operate like owners, who love to learn, have grit, and operate with integrity and empathy. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out — and set you apart. We welcome diverse perspectives and people who are not afraid to challenge assumptions. Note: We have a hybrid work environment in the locations listed unless the role or business dictates otherwise.

Responsibilities

• Create tech support and customer success policies and procedures.
• Support weekly/monthly reporting to senior leadership.
• Manage Atelio’s support and customer success ticket queue.
• Triage and respond to tickets.
• Handle in-depth technical analysis and troubleshooting of issues reported by our customers, in collaboration with Atelio’s engineering and product teams.
• Manage allocation of tickets to other stakeholders in the organization and ensure they address the reported issues.
• Work with key stakeholders internally to create playbooks and a repeatable, scalable customer support process.
• Drive reported issues to successful resolution.

Requirements

• 5+ years' experience in a Technical Support role, preferably in FinTech, card and account issuance, or payments.
• Deep understanding of embedded finance or Banking-as-a-Service.
• Familiarity working with card issuance, card processors, card networks and card printers.
• Experience working with ticketing systems such as Zendesk.
• Deep understanding of card transactions and ACH.
• Ability to understand complex flows and work in collaboration with the engineering and product teams.
• Excellent troubleshooting, problem-solving, and analytical skills.
• Excellent written and verbal communication skills.
• Familiarity with APIs and API clients such as PostMan.
• Proven track record of successfully managing complex technical issues.
• Multi-tasking, self-learning, highly motivated, and a team player.
• Startup experience is a major plus.

Benefits

• Competitive compensation with a pay range of $89,180.00 - $149,820.00 based on role, level, and location.
• Opportunities for career advancement.
• Hybrid work environment.