Essential Qualifications /n • 6+ years in client support, customer success, or client services — with at least 3 years /n managing a team /n • Experience leading support operations in a complex, data-intensive workplace where answer /n quality matters more than speed — financial data, SaaS platforms, research services, or capital /n markets technology preferred /n • Demonstrated ability to improve CSAT, reduce resolution times, and scale support operations /n without sacrificing quality /n • Strong data fluency — comfortable pulling support metrics, building reports, identifying trends, /n and presenting findings clearly to leadership /n • Excellent written and verbal communication skills across audiences from end users to senior /n stakeholders /n • Experience managing distributed or offshore team members; specific history of retaining and /n growing talent to address complex and product related inquiries /n • Familiarity with Salesforce or equivalent case management systems /n • Background in commercial real estate, financial data, or institutional SaaS is a plus — not a /n requirement