Technical Customer Experience Manager

About the role

Help us solve fraud asap with Casap — where we’re building the world's first AI-native disputes automation and fraud prevention platform. Our mission is to create a future where trust is a given and fraud is rare by empowering financial institutions to automate disputes, eliminate first-party fraud, and turn manual back-office workflows into loyalty-building moments for customers and members.

Responsibilities

• Own Technical Resolution: Reproduce client-reported issues, research logs, query data, and identify root cause. Resolve what you can directly, and escalate the rest to engineering with clean, reproducible, high-signal detail: steps to reproduce, log evidence, expected versus actual behavior, and client impact.
• Be the Bridge to Engineering and Product: Translate client problems into clear technical requirements and prioritize, business-context-rich input. Identify recurring friction points and advocate for scalable solutions rather than one-off fixes.
• Own Outcomes, Not Just Tickets: Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable resolutions.
• Manage the Client Relationship: Own the operational and executive relationship across a multi-year engagement. Serve as the trusted advisor and primary point of contact, building credibility that outlasts any single issue.
• Drive Enablement and Adoption: Deliver training sessions, feature walkthroughs, and best-practice guidance. Build the documentation and runbooks that make clients self-sufficient and prevent repeat questions.
• Engage Proactively: Stay ahead of clients through a regular meeting cadence and structured business reviews that connect platform performance to their operational goals.
• Support Implementation: Partner with the implementation team during onboarding to train clients and help new users get fluent quickly.

Requirements

4-7 years in a technical account management, customer engineering, support engineering, or technical customer success role, ideally at a B2B SaaS or fintech company serving financial institutions.

Demonstrated ability to investigate technical issues independently: reading logs, debugging API integrations, querying data, and identifying root cause before escalating.

Hands-on familiarity with REST APIs and troubleshooting tools such as DataDog or OpenSearch; working knowledge of SQL for investigation and analysis.

Strong relationship management skills with mid-market or enterprise clients, with the presence to build credibility with operational and executive stakeholders alike.

Exceptional written and verbal communication: able to make a complex technical or dispute issue legible to both a client's frontline team and its leadership.

Structured problem-solver, comfortable in an early-stage environment, building process while doing the work.

Nice to Have:

• Experience in payments, disputes, chargebacks, or Reg E/Z compliance workflows.
• Familiarity with authentication concepts (e.g., JWT) and API security.
• Working knowledge of Python for debugging and analysis.
• Familiarity with HubSpot, Linear, or similar CRM and ticketing tools.
• Background working with banks, credit unions, or core banking systems.

Qualifications

Preferably a Bachelor's degree in Computer Science, Engineering, or a related field.

Skills

Excellent problem-solving skills.

Ability to communicate effectively with both technical and non-technical stakeholders.

Experience with financial services or fintech industry preferred.

Benefits

Casap's compensation package includes a competitive base salary benchmarked against real-time market data, as well as equity for all full-time roles. We also offer exceptional benefits, as well as bonuses and commission plans for applicable roles.

Pay

The base pay range for this role is $115,000 – $170,000 per year.

Schedule

This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays.