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

Prefer candidates with experience in payments, disputes, chargebacks, or Reg E/Z compliance workflows.

Preferred familiarity with authentication concepts (e.g., JWT) and API security.

Preferred working knowledge of Python for debugging and analysis.

Preferred familiarity with HubSpot, Linear, or similar CRM and ticketing tools.

Preferred background working with banks, credit unions, or core banking systems.

Skills

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

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.

The listed US-based compensation range is a guideline and may be modified. Final compensation will vary based on market conditions, geographic location, and candidate qualifications, including relevant knowledge, skills, and experience assessed during the interview process.

Casap is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class.

Casap is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.