01Overview
Essential Qualifications
6+ years in client support, customer success, or client services with at least 3 years
managing a team
Experience leading support operations in a complex, data-intensive environment where answer
quality matters more than speed financial data, SaaS platforms, research services, or capital
markets technology preferred
Demonstrated ability to improve CSAT, reduce resolution times, and scale support operations
without sacrificing quality
Robust data fluency comfortable pulling support metrics, building reports, identifying trends,
and presenting findings clearly to leadership
Excellent written and verbal communication skills across audiences from end users to senior
stakeholders
Experience managing distributed or offshore team members; specific history of retaining and
growing talent to address complex and product related inquiries
Familiarity with Salesforce or equivalent case management systems
Background in commercial real estate, financial data, or institutional SaaS is a plus not a
requirement .
