Digital Support Manager (DSM)

Your Responsibilities

• Serve as the primary point of contact for clients post go-live support, managing inbound support requests and ensuring timely, high-quality resolutions
• Leverage deep knowledge of financial institution operations to diagnose issues at the root cause level — not just the surface
• Partner with clients to understand their regulatory environment, core system configurations, and operational workflows in order to recommend solutions that truly fit their needs
• Maintain accurate records of all client interactions, escalating issues to engineering or product teams as needed
• Identify patterns in support requests and proactively surface product feedback and client insights to internal teams
• Leverage AI tools to streamline and optimize day-to-day responsibilities
• Contribute to the development of help articles, training materials, and client-facing documentation

Need-to-Haves

• Experience working at a bank or credit union — you know what a core system is, you understand regulatory requirements, and you can speak your clients' language
• A natural curiosity to dig past the surface-level problem and uncover what clients actually need
• Strong written and verbal communication skills with a client-first mindset
• Ability to manage multiple open issues simultaneously without dropping the ball
• Comfort working in a fast-paced, early-stage startup environment where the playbook is still being written

Nice-to-Haves

• Experience at a fintech or SaaS company in a client-facing support or success role
• Familiarity with project management or ticketing tools (Asana, Pylon, Zendesk, or similar)
• Experience writing client-facing documentation or training materials
• A collaborative, entrepreneurial spirit

Overview of Glide’s Benefits Package

• Competitive Compensation: As this role can be eligible for remote employees, the base salary range is $80,000 - $120,000 This will be determined by previous experience and location. We also offer a generous equity package for joining us at Glide!
• Wellbeing Credits (for US employees): Besides stellar health, dental, and vision insurance, we offer a $100 monthly health and wellness stipend to help you stay active and healthy!
• Lunch on us (for US employees): We’re huge foodies, so every member of the Glide team receives a $100 weekly stipend for lunch or groceries. No one goes hungry around here :)
• Unlimited PTO and Sick Days: We trust our team to balance their responsibilities and well-being, so our unlimited PTO and sick day policy empowers everyone to take the time they need without unnecessary red tape.
• Hybrid Working Environment: We’re an actively expanding team, and in our Madison Square Park headquarters and are excited to grow an engaging in-office culture—ideally, our NYC-based team members will join us in the office three days a week to help make that vision a reality.