Customer Implementations Team Lead

At Synapse, our mission is to accelerate democratization of best in class financial products for everybody. We accomplish this mission by ensuring that developers all across the globe can embed financial products into their applications as easily as possible. Here are some of customers and the value they bring to the world:

Business Banking: Mercury

Banking for Underserved: Yotta

Banking for Immigrants: OnJuno

Global Banking: Nomad

Banking for Teens: Copper

Crypto Banking: Donut

The Customer Implementations team works with our customers to bring their products to life by:

1. Reducing barrier to entry by project managing their Synapse implementation

2. Help advice them on key product design choices (eg. What is the best way to synchronize account balances)

3. Work cross functionally with our customer compliance teams to provide an easy to integrate experience

Financial products are complex and our goal is to make them as accessible and easy to use for our customers as possible, which cannot happen without the help and support of our Customer Implementations team.

As Customer Implementations Team Lead, you're responsible for leading a team of Implementation Engineers. We strongly believe in leading by example. So all of our Team Leads are considered experts on our product and key technical frameworks listed above.

What You Will Do:

• Manage a group of Customer Implementations Engineers and through them a portfolio of our customers.
• Be the first point of escalation for customers during the implementation lifecycle.
• Work with the team on a daily basis to prioritize workflow and minimize backlogs.
• Work cross functionally (Compliance and Engineering) to improve processes.
• Partner closely with Customer Implementations Ops Lead on documenting and training your team on any new processes.

What You Will Bring:

• Minimum 5+ years experience working on customer facing technical teams within FinTech; startup experience is a plus.
• Minimum 3+ years experience in people management
• Technical Background (ex: prior experience in a developer or engineering capacity)
• BS/BA degree or equivalent
• A love for documenting & implementing processes
• Data Driven & Detail Oriented
• Comfortable working with cross-functional teams and have top-notch communication skills (both written and verbal)
• Enjoy solving complex problems and a love for all things Fintech/Product
• Prior experience with tools such as JIRA is a plus
• An entrepreneurial spirit and unrelenting passion to deliver the best service possible
• A general concern for the wellbeing of others and the desire to work on problems that maximize a positive future for humanity

Our Values:

• Customer Care: Everything we do is for the benefit of our customers. We're always focused on improving customer experience and everyone has a part to play
• Take Ownership: We take pride in holding ourselves accountable for commitments and strive to achieve all as best we can.
• Knowledge is Power: study, research and internalize product and industry knowledge so you are empowered with a holistic understanding of how the puzzle pieces fit together.
• Data Driven: We use data to make informed and objective decisions along with metrics to measure our effectiveness and validate our progress. 
• High Integrity: We take a collaborative approach to our work and respect our peers by being honest and proactive in communication, always. We have significant goals so we don’t want egos getting in the way of our team's success.
• Fast Pace: We’re in high growth so we need to be flexible and not only keep up but lead the pace of innovation within our industry.

What We Offer:

• 💰Competitive Compensation
• 📈Equity
• 🍎Insurance (Medical/Dental/Vision)
• 💚401(k) with company matching up to 4%
• 🏝PTO & Holidays
• ✨Life Insurance & LTD

Synapse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. Synapse provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race, color, religion, gender, national origin, age, disability, marital status, military status, genetic information or any other category protected by federal, state and local laws.