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.