Sr. Manager of Customer Support

At Prizeout, we provide rewards and loyalty solutions that transform how partners engage their customers and help them maximize their financial potential. We keep the user at the center of every decision and we value humility, curiosity, and ownership. We hire people who trust themselves, get things done, and thrive in a fast-moving, collaborative environment.

As our team continues to grow, we're looking for a Sr. Manager of Customer Support to lead and scale our partner support function.

The Sr. Manager of Customer Support plays a critical role in shaping the operational foundation of our support organization. This leader will oversee the day-to-day of Support while building scalable systems and processes that elevate the partner and user experience and drive operational excellence.

This role blends hands-on Support leadership with systems thinking, cross-functional collaboration, and continuous process improvement.

What You'll Do

Be the strategic point of contact for escalated support inquiries, ensuring timely, accurate, and service-oriented responses.

Lead, coach, and develop the Customer Support team through mentorship and clear expectations.

Build and optimize operational workflows using Zendesk’s full product capabilities, (including ticket tagging, automation, and visibility/performance dashboards).

Improve and expand the Help Center to drive self-service adoption and reduce inbound volume.

Lead and implement the AI support chat project, ensuring thoughtful integration into the broader support ecosystem.

Partner cross-functionally with Product, Engineering, and Operations to resolve issues, improve processes, and advocate for partner needs.

Identify trends in support data and translate insights into improvements.

Build strong relationships with internal stakeholders and external partners to ensure alignment and trust.

What You'll Bring

3+ years in Customer Support, Partner Support, or a similar client-facing role (fintech, SaaS, or financial services preferred).

1-3 years of leadership experience, either managing people or leading complex cross-functional initiatives.

Experience building or optimizing support systems (Zendesk strongly preferred).

Strong operational mindset with the ability to design scalable processes.

Excellent written and verbal communication skills.

Data-driven decision maker who is comfortable analyzing support metrics and performance trends.

Organized, detail-oriented, and comfortable managing multiple priorities simultaneously.

A partner-first mindset with patience, empathy, and a solutions-oriented approach.

Comfortable operating in a fast-growing, evolving environment.