Customer Success Manager, Bond
Connecting digital financial brands to end users
Open for applications
Connecting digital financial brands to end users
21-100 employees
Open for applications
21-100 employees
Company mission
To give brands and banks the ability to work together safely at scale so they can serve their customers like never before.
Role
Who you are
- 4+ 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.
What the job involves
- Reporting into our Director of Implementation Management and Customer Success, this role will be pivotal in launching and supporting our customers
- You will manage technical investigations and operational workflows and collaborate with key stakeholders across Product, Engineering, Compliance, Sales and Partnerships to drive successful outcomes
- This is a highly visible, cross-functional role that will require strategic thinking and detailed execution
- Create tech support and customer success policies and procedures
- Manage Bond’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 Bond’s engineering and product teams
- Manage allocation of tickets to other stakeholders in the organization and ensure they address the reported issues
- Drive reported issues to successful resolution
Our take
Customers are demanding more personalized banking experiences, creating a real and substantial new market opportunity for companies, who, with the right product, will be able to net customers defecting from the older practices of legacy institutions. Bond’s platform AI-powered fintech infrastructure platform answers this strong, growing, and lucrative demand.
The company helps enterprises offer embedded and personalized banking products that do not fall foul of increasingly complex regulations. Through this, it acts as a stepping stone between banks and brands. Bond overcomes the difficulty of executing this service at scale, especially when companies lack the correct expertise in both tech and financial regulation.
With strong veteran experience in fintech, banking, and enterprise-grade tech, plus significant funding injections (including an acquisition by FIS), the Bond team seem well-positioned to capitalize on this new appetite for embedded banking services.
Kirsty
Company Specialist
Insights
Company
Funding (2 rounds)
Jul 2020
$32m
SERIES A
Aug 2019
$10m
SEED
Total funding: $42m
Company benefits
- Generous compensation
- Paid time off
- Full healthcare coverage
- 401(k) plan
- 16-week parental leave
- Home office stipend
Company values
- Raise the bar
- Put customers first
- Demand transparency
- Drive with passion
- Question even assumption
- Debate quickly and commit
Company HQ
Financial District, San Francisco, CA
Articles
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