Vend Park

Customer Support

• Drive Client and Customer Satisfaction: Lead efforts to enhance client and customer experiences by leveraging technology, data, and creative problem-solving. Act as primary escalation point for complex issues and foster a culture of excellence across the support team.
• Team Management & Development: Support the Head of Customer Support with day-to-day team management, including performance reviews, goal setting, and career development planning. Mentor, coach, and empower team members to strengthen skills and build confidence while taking ownership of initiatives that enhance leadership capacity across the support organization.
• Launch & Onboarding Operations: Own the support workstream from post-signing through go-live, running readiness checklists, SLAs, macros, and agent enablement to ensure support-ready launches and seamless client transitions.
• Reporting & Data Insights: Build and maintain operational dashboards, publish weekly/monthly KPI reviews, and translate performance trends into actionable improvements for support operations.
• Governance & Process Management: Maintain SOPs, runbooks, and escalation pathways. Ensure procedures are documented and followed while driving continuous improvement initiatives to reduce reopen rates and improve CSAT.
• Knowledge & Quality Assurance: Expand and maintain the knowledge base and macros. Run a lightweight QA program with calibrations and targeted coaching to ensure consistent service quality.
• Support Tooling & Automation: Administer Intercom and IVR routing, tags, and workflows. Design no/low-code automations and bots that improve containment and reduce handle time while streamlining support operations.
• Cross-Functional Collaboration: Work closely with Engineering, Product, Field Operations, Sales, and Implementations to coordinate client onboarding, resolve technical escalations, and support retention efforts.
• Workforce & Capacity Planning: Partner with leadership on forecasting and scheduling to align staffing with demand, improve service levels, and optimize team performance.
• Continuous Improvement: Identify root causes, file and drive bugs/feature requests, and iterate on processes to enhance overall support effectiveness and customer experience.

Customer Support Operations Manager

Full-stack Engineer

• Architect & Implement the backend and frontend systems for our v5 platform, with a focus on banking, payments, and reporting.
• Design Scalable Payment Solutions using Stripe Connect, Stripe Billing, Stripe Treasury and higher-level frameworks and tools.
• Integrate Banking as a Service into our platform with Stripe Treasury to enable secure, compliant, and efficient financial flows.
• Build Comprehensive Reporting Systems for operational and financial metrics using DBT and Snowflake Dynamic Tables.
• Own Data Strategy & Architecture for ELT/ETL pipelines, warehousing, and analytics in Snowflake.
• Build Rich and Powerful Data Visualizations by embedding reports with security and data governance into our Command Center dashboard.
• Collaborate Cross-Functionally with product, design, and other engineers to ensure cohesive, high-quality deliverables.
• Drive AI/ML Initiatives both internally and externally using tools like Claude Code, Cursor, and Vercel’s AI SDK.

Customer Support Operations Manager

Senior Engineer – Banking, Payments, Reporting