Senior Manager, Customer Operations

About the role:

The Senior Manager, Customer Operations, will serve as the key strategic and operational partner to the Director, Customer Support, ensuring that all 8am customers across payments and software products receive exceptional support. This leader will oversee day-to-day operations of the Customer Support teams, driving service excellence, operational efficiency, and continuous improvement.

The ideal candidate has proven leadership experience in fintech and/or SaaS environments, thrives in a fast-paced and evolving organization, and excels at balancing people leadership with data-driven decision making. They will play a pivotal role in scaling our support function, ensuring customer satisfaction, and setting the foundation for long-term success.

About us:

At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters.

Founded in 2005, 8am™ (formerly AffiniPay) is the professional business platform built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!

What you'll do:

Leadership & team management

• Lead, mentor, and develop Customer Support managers and teams across both payments and software product lines.
• Foster a culture of accountability, collaboration, and excellence.
• Ensure team members are equipped with the tools, training, and resources needed to deliver consistent, reliable, and empathetic support.
• Act as escalation point for complex customer issues and support resolution.

Operational excellence

• Oversee daily support operations to ensure service level agreements (SLAs) are consistently met.
• Monitor, analyze, and report on support performance metrics, including productivity, quality, and customer satisfaction.
• Partner with the Director, Customer Operations to define and implement scalable processes, workflows, and best practices across support functions.
• Identify opportunities for automation, efficiency, and self-service to optimize the customer experience.

Customer advocacy

• Champion a customer-first mindset across the Support team.
• Leverage customer feedback, support data, and industry trends to identify opportunities for improvement.
• Partner cross-functionally with Product, Engineering, and Sales to ensure customer feedback drives product enhancements and operational improvements.

Strategic partnership

• Serve as the right-hand to the Director, Customer Support, supporting the strategic planning and execution of customer support initiatives.
• Provide insights and recommendations to leadership on team performance, process improvements, and resource planning.
• Contribute to long-term strategies for scaling customer support across 8am’s brands.

About you:

• Bachelor’s degree in Business, Communication, or related field, or equivalent experience.
• 5+ years of leadership experience in customer support or operations, preferably within fintech, financial services, or SaaS environments.
• Proven ability to lead large, distributed support teams with a focus on coaching, performance management, and career development.
• Strong analytical skills, with experience using data to inform decisions and drive continuous improvement.
• Excellent interpersonal, verbal, and written communication skills.
• Strong organizational skills and ability to manage competing priorities in a fast-paced environment.
  Demonstrated ability to influence cross-functional teams and advocate for the customer.
• High level of professionalism, integrity, and ethics.
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Why 8am: 

At 8am, our culture is shaped by the people who bring it to life every day. Together, we build a company rooted in continuous learning, genuine community, holistic wellness, and meaningful engagement—values that empower us as individuals and unite us as a team. Our culture is grounded in our core values: Work Smart, Win Fast; Outshine Ordinary, and We Find a Way. These values drive how we serve our customers and work with each other in a collaborative, inspiring, and empowering environment, every day.

Here’s how we support our 8Team:

• Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
• Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

At 8am, we don’t just offer benefits - we create an environment where people can thrive, grow, and make a real impact every day.

Diversity, equity & inclusion at 8am:

At 8am, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach. 

Security advisory:

Our hiring teams at 8am are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology.  As such, our Talent Acquisition Team only follows legitimate hiring practices.  We will always communicate with our candidates using emails with the 8am domain and will never ask for sensitive/personal data during the application process.  All interviews take place over phone call, Zoom/Google Meet or in person.  All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.