Digital Support Manager (DSM)

Job description

# **👋 Welcome to Glide!** **At Glide we’re reimagining the banking experience for the modern world**. Our embedded fintech platform empowers legacy financial institutions, like community banks and credit unions, to pioneer novel digital experiences for their customers. You’ll be joining an all-star team with engineering, product, and growth experience from Stripe, Google, and Amazon. We’re looking for a talented Digital Support Manager (DSM) to help us grow our product to hundreds of banks. **We’re bringing a new perspective to the decades-old financial world**, and we’re hoping you can help us do that! # **Your Responsibilities:** - Serve as the primary point of contact for clients post go-live support, managing inbound support requests and ensuring timely, high-quality resolutions - Leverage deep knowledge of financial institution operations to diagnose issues at the root cause level — not just the surface - Partner with clients to understand their regulatory environment, core system configurations, and operational workflows in order to recommend solutions that truly fit their needs - Maintain accurate records of all client interactions, escalating issues to engineering or product teams as needed - Identify patterns in support requests and proactively surface product feedback and client insights to internal teams - Leverage AI tools to streamline and optimize day-to-day responsibilities - Contribute to the development of help articles, training materials, and client-facing documentation # **Need-to-Haves:** - Experience working at a bank or credit union — you know what a core system is, you understand regulatory requirements, and you can speak your clients' language - A natural curiosity to dig past the surface-level problem and uncover what clients actually need - Strong written and verbal communication skills with a client-first mindset - Ability to manage multiple open issues simultaneously without dropping the ball - Comfort working in a fast-paced, early-stage startup environment where the playbook is still being written # **Nice-to-Haves:** - 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 # **And finally, a brief overview of Glide’s benefits package:** **💸 Competitive Compensation:** As this role can be eligible for remote employees, the base salary range is $80,000 - $120,000 This will be determined by previous experience and location. We also offer a generous equity package for joining us at Glide! **❤️ Wellbeing Credits (for US employees)** Besides stellar health, dental, and vision insurance, we offer a $100 monthly health and wellness stipend to help you stay active and healthy! **🥗 Lunch on us (for US employees)** We’re huge foodies, so every member of the Glide team receives a $100 weekly stipend for lunch or groceries. No one goes hungry around here :) **🌴 Unlimited PTO and Sick Days** We trust our team to balance their responsibilities and well-being, so our unlimited PTO and sick day policy empowers everyone to take the time they need without unnecessary red tape. **💼 Hybrid Working Environment** We’re an actively expanding team, and in our Madison Square Park headquarters and are excited to grow an engaging in-office culture—ideally, our NYC-based team members will join us in the office three days a week to help make that vision a reality.