Business Support Manager

  • FundGuard
  • Boston
  • Full-time
About The Position

FundGuard is a rapidly growing software technology company that embodies a start-up culture. Our primary customers are global custody banks, asset servicers and institutional asset managers. We are hiring a Boston based  Business Support Manager to establish our client support team.

As a Business Support Manager, you will lead a team tasked with assisting the needs of our existing customers. This will include solving functional/technical problems brought forth through an inquiry system or via group hotline, building strong relationships with our clients and collaborating with internal partners to rapidly solve open queries. Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and at the forefront of that experience is business support.


  • Oversee a team of Business Support Associate’s and ensure they are resolving client business issues
  • Act as an escalation for client reported issues; thereby resolving complex client issues
  • Develop relationships and engage with clients’ Accounting Operations team or clients’ technical team who support Accounting Operations
  • Have a hands on approach to FundGuard system and understand its inner workings
  • Partner with engineering and product management teams to work through customer bugs & enhancement needs.
  • Coach and support team members to help them meet departmental goals
  • Accept incoming client queries related to functional and technical aspects of the FundGuard platform
  • Oversee the 911 process related to a production down scenario
  • Assume the role of point of contact with the client
  • Own the 911 process until client environment is restored
  • Create and track SLAs related to the FG support function as defined by client contract,  
  • Plan and oversee the fulfillment of accurate daily/monthly/quarterly/annual reporting support and service
  • Be accountable for client satisfaction metrics
  • Helps aggregate client feedback and provide guidance to improve operationally and expand the product offering
  • seek opportunities for operational improvements in the support function
  • Keep records and documentation of client interactions for training purposes
  • Work with Customer Onboard to ensure a smooth transition to daily support (Operational Readiness)
  • Become a FundGuard expert and discuss or educate on any nuance of the product internally and externally
  • Quickly pick up and disseminate all functional updates of the product to your customers and to your internal teams as needed
  • Collaborates with sales and support groups to demonstrate value of support offering to client and identifies business opportunities for expanded support
  • Evaluate the criticality of client issues and collaborate with various parts of the organization to resolve
  • root cause analysis (work with engineering team)
  • At least 10 years of proven experience in managing a business support team within the financial services industry 
  • Excellent communication skills and the ability to anticipate the needs of customers
  • Must demonstrate strong analytical thinking skills
  • Should possess strong problem solving skills and the ability to make sound judgment calls
  • Superior organizational and time management skills
  • Technical and functional knowledge of enterprise investment accounting software
  • An understanding of investment accounting needs and current use cases of businesses
  • Financial services industry support management experience
  • directly relevant experience in Investment Management, Insurance, FinTech, Investment Accounting, or Investment Operations
  • Pleasant and straightforward phone and video manner
  • Excellent written communication
  • Organizational skills — working with multiple customers
  • Highly self-motivated and driven.
  • The ability to shift priorities quickly when necessary
  • Bachelor’s degree or higher
  • Co-locating with the client when necessary
  • Working three to four days a week onsite in our Boston office
  • Periodical travel to our office in Israel

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