[Remote] Customer Support Manager

Note: The job is a remote job and is open to candidates in USA. Longbridge is building a next-generation AI investing app designed to help everyday investors learn and take action. As Customer Support Manager, you will oversee daily support operations and develop a high-performing team to support a rapidly expanding brokerage platform.

Responsibilities

• Lead, manage, and develop a team of Customer Support Analysts
• Conduct ticket quality reviews, performance coaching, and ongoing feedback sessions
• Establish, monitor, and continuously improve SLA and response time standards
• Support hiring, onboarding, and training of new support team members
• Foster a culture of accountability, customer-first thinking, and operational excellence
• Oversee daily support operations across Zendesk (email, chat, phone)
• Monitor ticket queues to ensure timely and accurate resolution
• Develop and maintain escalation procedures related to account opening, funding (ACH/wires), trade status inquiries, platform navigation, and regulatory/compliance matters
• Ensure appropriate escalation of complex trading, compliance, or regulatory issues to internal partner teams
• Drive adherence to quality standards and regulatory requirements
• Develop, document, and maintain support team SOPs and internal workflows
• Track support KPIs and performance metrics; analyze trends and identify areas for improvement
• Collaborate cross-functionally with Operations, Compliance, and Product to address root causes and improve the customer journey
• Continuously enhance internal knowledge systems to support scale and efficiency

Skills

• 5+ years of experience in financial services, fintech, brokerage operations, and/or customer support
• Prior experience managing and developing a customer support team
• Exceptional written and verbal communication skills
• Strong attention to detail and ability to operate within regulated environments
• Proven ability to work cross-functionally with Operations, Compliance, and Product teams
• Comfortable building and improving processes in a fast-paced, high-growth environment
• Experience managing Zendesk or similar customer service ticketing platforms
• Background in fintech or brokerage environments
• Understanding of ACH, wires, trading fundamentals, and the brokerage account lifecycle
• FINRA SIE and/or Series 7 licenses

Company Overview