Job description
Why Allvue We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals.
Working at Allvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious.
We want all of our team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry.
Define your own future with Allvue Systems! The Opportunity The Manager, Customer Support leads a team of Application Support Engineers responsible for delivering timely and effective technical support to customers. This role owns day-to-day service delivery, escalation management, and team performance while actively contributing to complex issue resolution.
The position operates with significant autonomy across service delivery and operational decision-making. Impact is primarily at the team and customer experience level, with cross-functional collaboration to resolve issues and inform product enhancements.
What You'll Do
Service Delivery & Operational Execution Own end-to-end service delivery performance across multiple support teams, ensuring alignment with business objectives and customer expectations Define and govern SLA/OLA frameworks, ensuring consistent performance across all support tiers Own capacity planning, workforce strategy, and resource allocation across teams Design and implement support coverage models (e.
g., regional or follow-the-sun) Accountable for service performance metrics, including SLA attainment, escalation rates, and cost-to-serve Lead initiatives to reduce ticket volume through product and process improvements Drive standardization and scalability of support processes across teams Problem Solving & Technical Leadership Lead complex troubleshooting efforts and root cause analysis for critical incidents Partner with Product and Engineering to prioritize defects and support resolution of systemic issues Establish and maintain support processes, escalation frameworks, and documentation standards Apply technical expertise to guide investigations and improve resolution quality Drive resolution of systemic issues impacting multiple customers or products Partner with Product and Engineering to improve platform stability and supportability People Leadership & Capability Development Lead, develop , and manage Application Support Engineers to achieve performance and quality objectives Conduct performance evaluations and provide actionable development feedback Build team capability in technical troubleshooting, customer communication, and investigation methodologies Foster a high-accountability, performance-driven team environment Cross-Functional Collaboration & Customer Experience Partner with Product, Engineering, Infrastructure, and Client Success teams to define supportability standards, release readiness criteria, and defect prioritization frameworks.
Ensure clear, timely , and professional communication with customers during escalations Drive initiatives to enhance customer experience and reduce recurring issues Contribute insights to improve product quality and support processes Continuous Improvement & I nnovation Identify and implement process improvements to enhance efficiency and service quality Leverage AI tools and emerging technologies to optimize support workflows and investigation processes Maintain and enhance knowledge base content for internal and customer use What You'll Bring Demonstrated ability to manage a technical support team and deliver against service performance metrics Strong problem-solving capability in complex, time-sensitive environments Ability to operate with moderate autonomy while escalating strategic decisions appropriately Technical & Systems Proficiency Jira Service Management (advanced) Confluence (working to advanced) Microsoft Office 365 (working) Collaboration tools (e.
g., Slack) Technical troubleshooting and root cause analysis (advanced) Experience Minimum 6 + years of total experience , 3 + years people management experience in Application Support within Fin. Tech or similar domain Experience in customer support operations, escalation management, and service delivery Exposure to SQL and ITIL practices preferred Language Skills Fluent English (Speaking, Reading, Writing) Education/Certifications Bachelor’s degree in Computer Engineering , Finance, Accounting, or related field (or equivalent experience) How You'll Succeed Drives Results: Deliver consistently, even in tough conditions Ensures Accountability: Hold yourself and your team to the standard Instills Trust: Lead with honesty, integrity, and authenticity Instills Courage: Lean into hard conversations and challenges Directs Work: Run work efficiently and effectively Collaborates: Build partnerships across the organization What We Offer 26 Working days of PTO Parental Program Daily Practice of English Udemy Learning Certification Reimbursement People Commitee Hobby Clubs Corporate Events and Teambuildings EEOC Statement Allvue Systems provides equal employment opportunities (EEO) for all employees and applicants for employment.
We recognize the real value of bringing people together from diverse backgrounds, experiences and perspectives - we don’t just accept difference, we celebrate and support it. We are committed to advancing these efforts through our strategies to hire, promote, create and support a diverse and inclusive environment throughout our workforce and workplace.
It is our policy to prohibit discrimination and harassment of any type without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
In addition, Allvue will provide reasonable accommodations for qualified individuals with disabilities. Service Delivery & Operational Execution Own end-to-end service delivery performance across multiple support teams, ensuring alignment with business objectives and customer expectations Define and govern SLA/OLA frameworks, ensuring consistent performance across all support tiers Own capacity planning, workforce strategy, and resource allocation across teams Design and implement support coverage models (e.
g., regional or follow-the-sun) Accountable for service performance metrics, including SLA attainment, escalation rates, and cost-to-serve Lead initiatives to reduce ticket volume through product and process improvements Drive standardization and scalability of support processes across teams Problem Solving & Technical Leadership Lead complex troubleshooting efforts and root cause analysis for critical incidents Partner with Product and Engineering to prioritize defects and support resolution of systemic issues Establish and maintain support processes, escalation frameworks, and documentation standards Apply technical expertise to guide investigations and improve resolution quality Drive resolution of systemic issues impacting multiple customers or products Partner with Product and Engineering to improve platform stability and supportability People Leadership & Capability Development Lead, develop , and manage Application Support Engineers to achieve performance and quality objectives Conduct performance evaluations and provide actionable development feedback Build team capability in technical troubleshooting, customer communication, and investigation methodologies Foster a high-accountability, performance-driven team environment Cross-Functional Collaboration & Customer Experience Partner with Product, Engineering, Infrastructure, and Client Success teams to define supportability standards, release readiness criteria, and defect prioritization frameworks.
Ensure clear, timely , and professional communication with customers during escalations Drive initiatives to enhance customer experience and reduce recurring issues Contribute insights to improve product quality and support processes Continuous Improvement & I nnovation Identify and implement process improvements to enhance efficiency and service quality Leverage AI tools and emerging technologies to optimize support workflows and investigation processes Maintain and enhance knowledge base content for internal and customer use Demonstrated ability to manage a technical support team and deliver against service performance metrics Strong problem-solving capability in complex, time-sensitive environments Ability to operate with moderate autonomy while escalating strategic decisions appropriately Technical & Systems Proficiency Jira Service Management (advanced) Confluence (working to advanced) Microsoft Office 365 (working) Collaboration tools (e.
g., Slack) Technical troubleshooting and root cause analysis (advanced) Experience Minimum 6 + years of total experience , 3 + years people management experience in Application Support within Fin. Tech or similar domain Experience in customer support operations, escalation management, and service delivery Exposure to SQL and ITIL practices preferred Language Skills Fluent English (Speaking, Reading, Writing)