Global Support Manager (Fintech SaaS, Private Equity) (f/m/x) Vollzeit
Job Description
CEPRES is the leading and fastest growing digital platform for private capital markets, the fastest growing institutional asset class of sovereign wealth funds, insurers, pensions, endowments and more. This global institutional client base benefits from our unique and award-winning investment data & solutions connecting 1,000s of market professionals via the CEPRES secure investment data network.
CEPRES is headquartered in Munich with offices in New York, Denver and London. Our team is incredibly diverse and entrepreneurial with over 20 nationalities. We value smart and innovative people who work effectively in a team environment and think strategically, whilst solving day-to-day challenges.
With major expansion to our client base and use cases, we are seeking a Client Support Manager to support our clients in the successful operations of our solution.
The role
The Global Support Manager at CEPRES is responsible for building, leading, and scaling a world-class global support organization that ensures operational excellence, technical robustness, and an exceptional client experience across all CEPRES platforms. This role is pivotal in ensuring reliability, service quality, and seamless client support for CEPRES' private equity-focused fintech SaaS ecosystem – including analytics, data management, integrations, and workflow automation solutions.
This senior role drives the global support strategy, oversees multi-tier support operations, and partners closely with Product, Engineering, Delivery, and Client Success to ensure CEPRES clients receive fast, accurate, and technically capable support aligned with enterprise-grade standards.
Key responsibilities:
1. Global Support Strategy & Leadership
• Define and lead a global support strategy aligned with CEPRES' growth, product vision, and client expectations.
• Build a high-performing, scalable support organization with global coverage.
• Ensure world-class service delivery, client satisfaction, and operational resilience.
• Drive adoption of service management processes, ISO 27001 expectations, and CEPRES security standards.
2. Client Relationship Management
• Serve as a senior escalation point for key CEPRES clients, ensuring fast, transparent, and high-quality communication.
• Work closely with Client Success to ensure smooth onboarding, handover, and lifecycle support for institutional clients.
• Represent client feedback and recurring themes into Product & Engineering roadmaps.
3. Service Desk & Operational Excellence
• Oversee global L1/L2/L3 support operations, ensuring high-quality client issue resolution across time zones.
• Implement, manage, and optimize the CEPRES client-facing ticketing system with automation, workflows, and advanced reporting.
• Ensure tickets are triaged efficiently, routed correctly, and resolved within SLAs.
• Own escalation frameworks, communications, support playbooks, and operational runbooks.
• Establish proactive monitoring, preventive measures, and internal readiness checks.
4. Continuous Service Improvement & Innovation
• Implement continuous improvement initiatives across tooling, automation, documentation, service processes, and knowledge bases.
• Identify opportunities to reduce ticket volume, streamline operations, and enhance support maturity.
• Introduce KPIs and dashboards that give data-driven insights into team performance, risks, and improvement opportunities.
5. CEPRES Platform & Product Expertise
• Develop deep understanding of CEPRES' proprietary products, data workflows, integrations, and analytics modules.
• Ensure the support team is trained on CEPRES platform releases, data structures, and private-equity-specific workflows.
• Act as senior SME for complex technical questions and client escalations.
6. Team Leadership & Capability Development
• Lead, mentor, and expand a team of global Support Analysts and Customer Support Agents.
• Define performance frameworks, career paths, and ongoing training programs.
• Foster a culture of ownership, client-centricity, and technical excellence.
• Ensure the support function scales efficiently with CEPRES' growth and platform adoption.
7. Reporting, Analytics & Documentation Ownership
• Produce reporting for senior management on support metrics, operational risks, team performance, and client satisfaction.
• Maintain high-quality knowledge base articles, troubleshooting guides, technical reference materials, and onboarding documentation.
• Support release readiness, communication, and internal training for new CEPRES platform features.
Requirements
- Bachelor's degree in IT, Computer Science, Engineering, Business, or related field.
- Basic ITIL knowledge, ISO 27001, or other service management/security certifications are a strong plus.
- Deep hands-on experience with SaaS support, cloud architectures, integrations, APIs, and data pipelines.
- Strong troubleshooting capabilities involving data ingestion, platform configuration, authentication, and performance.
- Familiarity with tools such as Zoho Desk, Jira, Confluence, or any other comparable monitoring tools, and logging systems.
- Experience collaborating with Engineering on debugging, triage, deployments, and release cycles.
- Experience supporting enterprise financial clients, fund managers, administrators, or fintech platforms.
- Understanding of private equity workflows, fund structures, investment analytics, and reporting.
- Impeccable English communication (written and verbal) required.
- Strong executive presence and confidence to communicate with senior stakeholders and institutional clients.
- Excellent leadership, prioritization, organization, and stakeholder management capabilities.
- Analytical mindset with a proactive approach to problem-solving and continuous improvement.
Benefits
- Career Path in Private EquityStep into one of the most in-demand and exciting industries in finance today. With us, you'll experience unparalleled opportunities for career growth and promotions, receive regular feedback, and benefit from mentorship provided by an international team of passionate experts. Be part of a unique growth story and take on an exciting, challenging role in a dynamic global environment.
- Culture That Drives Success We are powered by core values that foster an entrepreneurial spirit, drive results, and empower ownership. At our company, collaboration and mutual support are at the heart of everything we do. Transparency in company goals ensures you're always part of the bigger picture.
- Commitment to Our People We care deeply about our team, offering outstanding benefits and opportunities to thrive in a diverse, inclusive, and international workplace
- Compensation of attractive package that reflects your skills, contributions, and growth potential.
