Job Description
Senior Manager, Client Operations & Support
Reports To: Chief Operating Officer (COO)
Stakeholders: Berkeley Executives, Technology & Product Team, Revenue Team, Finance Team, Client Success Team
Location: Toronto (Remote)
The Role Berkeley is looking for a Senior Manager, Client Operations & Support who does more than just manage tickets—you will own the day‑to‑day operations for our clients. This high‑stakes role requires a leader who can navigate the intersection of technical incident management, regulated fintech compliance, and client and cardholder support.
Core Responsibilities
AI & Automation Strategy: Architect and implement a smart support layer using AI Agentic tools and automated workflows to decrease unit cost‑to‑serve while increasing First Contact Resolution (FCR).
Enterprise Operational Account Partnership: Act as the primary operational p...