[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.ResponsibilitiesLead, manage, and develop a team of Customer Support AnalystsConduct ticket quality reviews, performance coaching, and ongoing feedback sessionsEstablish, monitor, and continuously improve SLA and response time standardsSupport hiring, onboarding, and training of new support team membersFoster a culture of accountability, customer-first thinking, and operational excellenceOversee daily support operations across Zendesk (email, chat, phone)Monitor ticket queues to ensure timely and accurate resolutionDevelop and maintain escalation procedures related to account opening, funding (ACH/wires), trade status inquiries, platform navigation, and regulatory/compliance mattersEnsure appropriate escalation of complex trading, compliance, or regulatory issues to internal partner teamsDrive adherence to quality standards and regulatory requirementsDevelop, document, and maintain support team SOPs and internal workflowsTrack support KPIs and performance metrics; analyze trends and identify areas for improvementCollaborate cross-functionally with Operations, Compliance, and Product to address root causes and improve the customer journeyContinuously enhance internal knowledge systems to support scale and efficiencySkills5+ years of experience in financial services, fintech, brokerage operations, and/or customer supportPrior experience managing and developing a customer support teamExceptional written and verbal communication skillsStrong attention to detail and ability to operate within regulated environmentsProven ability to work cross-functionally with Operations, Compliance, and Product teamsComfortable building and improving processes in a fast-paced, high-growth environmentExperience managing Zendesk or similar customer service ticketing platformsBackground in fintech or brokerage environmentsUnderstanding of ACH, wires, trading fundamentals, and the brokerage account lifecycleFINRA SIE and/or Series 7 licensesCompany OverviewServing the global investing community since 2019, Longbridge is a next-generation brokerage platform providing digital investment services worldwide. It was founded in 2019, and is headquartered in New York City, US, with a workforce of 501-1000 employees. Its website is https://longbridge.com/us.