• Lead, mentor, and support a remote team of Customer Service and Technical Support Representatives. • Conduct coaching sessions to improve individual and team performance. • Monitor team productivity and ensure service level objectives are achieved. • Provide real-time support for escalated customer concerns. • Foster a positive, collaborative, high-performance team culture. • Assist with onboarding and training new team members. • Schedule and facilitate team meetings, coaching sessions, and performance reviews. • Serve as the primary escalation point for complex customer service issues.

• Build deep expertise in Finxact technology and architecture to develop, manage, and support solutions using Finxact Core APIs and related technical capabilities • Partner with Tier 1 bank clients to solve complex business and technical challenges, troubleshoot issues, and advise on integration models, workflows, REST-based interfaces, third-party vendor connectivity, and best practices within the Finxact ecosystem • Support end-to-end client implementations by leading technical design sessions, gathering and analyzing application, ecosystem, process, and technology requirements, and translating them into scalable implementation solutions • Bridge technical execution and business needs by communicating complex concepts clearly to clients, ecosystem partners, and internal teams while serving as a subject matter expert on APIs, integration points, and product adoption • Develop and code core functionality and interfaces, participate in testing, documentation, deployment activities, and provide onboarding, training, product feedback, and implementation support throughout the client journey

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions. • Master the financial modules of ServiceTitan, including invoicing, accounts receivable, job costing, and more to provide expert guidance and creative solutions. • Troubleshoot and resolve issues related to accounting integrations, such as with QuickBooks, Sage Intacct, and other platforms. • Guide customers on accounting best practices within our software, including chart of accounts setup, financial reporting, and month-end closing procedures. • Prevent escalations and de-escalate customers by leveraging support tools and in-depth testing to efficiently resolve complex financial workflow cases.

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions • Become a product expert and develop creative solutions and workflows that best meet customer needs • Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases • Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.