Lead Technical Customer Success Manager

Responsibilities

• Act as a senior technical point of contact for clients and Customer Success Associates
• Manage and prioritize the support queue, leading daily triage and ensuring clear ownership
• Serve as an escalation point for high-impact or complex customer issues, coordinating with Engineering and Product
• Define and maintain support playbooks, SOPs, and a structured internal knowledge base
• Track and report on support performance metrics such as volume and resolution times
• Partner with Product to synthesize support insights into the product feedback loop
• Lead the team's adoption of AI-assisted workflows for triage and documentation
• Coach, mentor, and develop support team members

Requirements

• Bachelor's degree and 7+ years of experience in client support, technical support, or B2B SaaS
• 2-3 years of experience leading or mentoring a support team
• Technical proficiency with HTML, CSS, JavaScript, JSON, and REST APIs
• Experience running support workflows in ticketing systems like Zendesk or Jira Service Management
• Ability to understand logs and reproduce issues in browser-based web apps
• Strong analytical skills to identify trends and measure improvement
• Investment Management or research technology experience is strongly preferred

Benefits

• Competitive salary and discretionary bonus opportunity
• Comprehensive medical, dental, and vision insurance
• 401(k) plan with employer matching
• Unlimited PTO plus 10 company holidays
• Home office budget and new-hire equipment package
• Ongoing learning and career development opportunities

About the Company

Bipsync is a leading provider of research and workflow management solutions purpose-built for investment management. We use modern technologies and user-centered design to drive efficiency into our clients' processes, serving the world's leading allocators and asset managers.