Offer summary

Qualifications:

5+ years of experience in Service Management, Technical Support, or Incident Management in a SaaS or cloud-based environment., Strong technical skills to discuss system behaviors, outages, and product issues., Experience with incident management, root cause analysis, and service delivery frameworks (ITIL preferred)., Excellent analytical and communication skills for stakeholder engagement..

Key responsibilities:

Oversee and optimize technical Product Support operations for high-quality service delivery.

Monitor and analyze technical incidents, identifying trends and improvement opportunities.

Act as a liaison between Product Support, Product Teams, and Clients to communicate service issues.

Track and report on key ticket management metrics and ensure SLAs are met.

Job description

Feedzai is the world’s first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today’s most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. Feedzai is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world’s largest banks, processors, and retailers trust Feedzai to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. Feedzai is a Series D company and has raised $282M to date. With a valuation of +$1.5B, the company's technology protects 900 million people in 190 countries.

You

We are looking for a Service Manager to oversee and optimize our technical Product Support operations, ensuring high-quality service delivery, incident management, and proactive service improvements. This role will focus on analyzing incidents, identifying trends, providing operational oversight, and driving continuous improvement efforts. Additionally, the Service Manager will act as a key interface between Product Support, Product Teams, and Clients, ensuring awareness of ongoing incidents and effectively communicating technical service insights.

Your Day to Day

Incident Oversight & Trend Analysis

Monitor and analyze technical incidents, identifying patterns, recurring issues, and potential systemic problems;
Surface improvement opportunities from incident data, ensuring findings are shared with relevant teams;
Provide feedback on operational efficiency and suggest enhancements to troubleshooting workflows;

Cross-Team Communication & Stakeholder Engagement

Act as the bridge between Product Support, Product Teams, CSMs and Clients, ensuring key stakeholders are informed of service issues and trends;
Participate in client-facing discussions regarding recent incidents, service disruptions, and long-term resolutions;
Collaborate with engineering, product, and operations teams to improve incident resolution times and service quality;

Incident Correlation & Investigation Support

Actively connect related incidents, helping teams recognize patterns (e.g., linking an ongoing issue to a previously resolved one);
Assist in root cause analysis (RCA) efforts, ensuring incident learnings contribute to service improvements;
Track and report on RCA follow-up actions;

Support Service Performance Monitoring & Reporting

Track and report on key ticket management metrics (e.g., response times, resolution rates, and recurring issues);
Ensure ticket Service Level Agreements (SLAs) are being met and recommend adjustments as needed;
Develop and manage processes and structures (layouts, reports and dashboards) that provide insights into operational efficiency, bottlenecks, and areas for improvement;

You Have & You Know-how

5+ years of experience in a Service Management, Technical Support, or Incident Management role in a SaaS or cloud-based environment;
Strong technical skills with the ability to discuss system behaviors, outages, and product issues in detail;
Experience with incident management, root cause analysis, and service delivery frameworks (ITIL a plus);
Excellent analytical skills, with the ability to recognize trends and patterns in technical incidents;
Excellent communication and stakeholder management skills, capable of explaining incidents and service performance to both technical and non-technical audiences;
Proficiency in service monitoring tools, ticketing systems, and performance dashboards;

The Customer Success Team is responsible for delivering our product to our clients. This includes education, configuration, solution development, and risk strategy to enable our clients to address their pain points. We collaborate with our clients to ensure they have the right solution, build out a strategy and training plan for them, and then support them through each phase of our client lifecycle. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential. Join Us!

#LI-Remote | #LI-BX1

Your First 30-Days at Feedzai:

You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey. In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about Feedzai and the team. Finally, you will start working on projects and collaborating on work currently being done. We can't wait to have you join the team!

Life at Feedzai Instagram

Feedzai Culture

Feedzai is an Equal Opportunity Employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Feedzai does not accept unsolicited resumes from recruiters or employment agencies.

Feedzai will use the personal data you provide us with by filling out this form for reviewing your application and to potentially negotiate a contract with you. Your personal data will be retained by Feedzai for 24 months following your application. Please see our Privacy Notice available at https://www.feedzai.com/legal/feedzai-candidate-privacy-policy/ and https://www.feedzai.com/legal/feedzai-california-candidates-privacy-policy/ for more information on how we process your personal data.

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