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Manager, End User Support (Remote - US) at Jobgether. This position is posted by Jobgether on behalf of Branch. We are currently looking for a Manager, End User Support in United States.. In this role, you will lead a multi-tiered end-user support organization, including internal specialists and global BPO partners. You will be responsible for driving operational excellence, resolving high-level issues, and improving processes to ensure seamless customer experiences. This position requires a mix of leadership, vendor management, workforce planning, and data-driven decision-making. The role offers a high level of visibility, with opportunities to influence cross-functional teams and implement impactful improvements. You will be part of a fast-paced environment where innovation, collaboration, and continuous improvement are at the core.. Accountabilities. . Lead, mentor, and develop internal team members across onboarding, Tier 1–3 support, and escalation functions.. . Manage BPO relationships across multiple global sites, ensuring SLA adherence, contractual compliance, and ongoing process improvements.. . Oversee workforce management by leveraging Zendesk WFM to forecast staffing, optimize scheduling, and enhance efficiency.. . Supervise customer onboarding processes, compliance alerts, and escalation handling to deliver high-quality support.. . Resolve complex customer and transaction-related issues while ensuring regulatory compliance.. . Analyze performance data from multiple channels to identify trends, produce insights, and guide strategic improvements.. . Collaborate with cross-functional teams including product, engineering, compliance, and operations to enhance customer experiences and drive innovation.. . . 5+ years of experience in customer support, with proven success in resolving complex, high-priority issues.. . 2+ years of team leadership in a support environment, with strong coaching and people development skills.. . 3+ years of experience managing vendor or BPO relationships, including contract and performance oversight.. . Strong analytical mindset, with proficiency in workforce management tools and data analysis techniques.. . Excellent communication and interpersonal skills, with the ability to lead cross-functional initiatives.. . Background in FinTech or similar fast-paced industries strongly preferred.. . Highly organized, detail-oriented, and comfortable managing multiple priorities in a dynamic environment.. . Willingness to travel semi-annually to international . Company Location: United States.