Role Purpose

As Team Manager, Real-Time & Platform Customer Support, you will lead a talented team that helps customers achieve maximum value from our products and services. You will create an environment where people can do their best work, grow their careers, and deliver outstanding customer outcomes.
 

You will combine people leadership, operational excellence, and customer advocacy to build a high-performing, inclusive team. Working closely with Product, Engineering, Customer Success, Sales, and Content partners, you will help shape exceptional service experiences, drive continuous improvement, and influence strategic business outcomes.

Key Responsibilities

• Inspire, coach, and develop a team of customer support professionals, creating a culture of collaboration, inclusion, accountability, and continuous learning.
• Guide your team in delivering exceptional customer experiences through timely, accurate, and solution-focused support.
• Lead the resolution of sophisticated customer challenges and serve as a partner concern point for high-impact issues.
• Use customer insights, operational metrics, and performance data to find opportunities, improve processes, and drive important outcomes.
• Partner with cross-functional stakeholders to strengthen products, services, and customer journeys.
• Create development opportunities that help team members build new skills, expand capabilities, and achieve career goals.
• Lead workforce planning activities to ensure the team is positioned to meet customer and business needs.
• Foster a culture of knowledge sharing, innovation, and continuous improvement.
• Drive operational excellence by improving efficiency, quality, consistency, and scalability across support processes.
• Champion change initiatives and help teams successfully adopt new tools, technologies, and ways of working.

What Success Looks Like

In this role, you will:

• Build an engaged, inclusive, and high-performing team where people feel valued, supported, and empowered to succeed.
• Consistently improve customer satisfaction, loyalty, and overall service experience.
• Deliver faster and higher-quality issue resolution while reducing customer effort.
• Develop future leaders and create meaningful growth opportunities across the team.
• Use data-driven insights to improve operational performance and business outcomes.
• Strengthen partnerships across functions to tackle problems and delivers flawlesss customer experience.
• Enable a culture of continuous improvement that drives measurable impact for customers and the business.

Required Qualifications

We're interested in people who bring a combination of leadership experience, customer focus, and a passion for developing others. If you meet many of the qualifications below, we encourage you to apply.

• Experience leading customer support, service delivery, operations, or customer-facing teams.
• Proven success in coaching, developing, and inspiring high-performing teams.
• Strong communication and relationship-building skills, with the ability to influence partners at all levels.
• Ability to analyze information, identify trends, and translate insights into meaningful action.
• Experience handling multiple priorities in a fast-paced and evolving environment.
• A collaborative mindset and a commitment to creating inclusive team environments where everyone can thrive.

Preferred Qualifications

• Experience supporting financial markets, market data, enterprise platforms, SaaS products, or technology solutions.
• Familiarity with customer experience metrics, operational performance frameworks, and workforce management practices.
• Experience leading process improvement, transformation, or change management initiatives.
• Understanding of customer success principles and customer lifecycle management.

Leadership Behaviors

Successful leaders in this role:

• Create an environment where every team member feels respected, included, and able to contribute.
• Lead with authenticity, empathy, and accountability.
• Encourage diverse perspectives and reward curiosity, innovation, and continuous learning.
• Build strong partnerships and work collaboratively to achieve shared goals.
• Make informed decisions using data, insights, and customer feedback.
• Inspire teams through clear communication, transparency, and a shared sense of purpose.
• Empower people to take ownership, tackle problems, and grow their careers.