Essential Qualifications• 6+ years in client support, customer success, or client services — with at least 3 yearsmanaging a team• Experience leading support operations in a complex, data-intensive environment where answerquality matters more than speed — financial data, SaaS platforms, research services, or capitalmarkets technology preferred• Demonstrated ability to improve CSAT, reduce resolution times, and scale support operationswithout sacrificing quality• Solid data fluency — comfortable pulling support metrics, building reports, identifying trends,and presenting findings clearly to leadership• Excellent written and verbal communication skills across audiences from end users to seniorstakeholders• Experience managing distributed or offshore team members; specific history of retaining andgrowing talent to address complex and product related inquiries• Familiarity with Salesforce or equivalent case management systems• Background in commercial real estate, financial data, or institutional SaaS is a plus — not arequirement