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Client Success
Valencia, Spain
Full-time
Client Support Manager – Valencia
Lead a dedicated client support team at Luminary Bank and ensure exceptional service delivery for our institutional clients. We're seeking an experienced Client Support Manager who combines operational excellence with genuine client advocacy to drive satisfaction and retention.
As Client Support Manager at Luminary Bank, you'll be the driving force behind our daily client support operations, leading a team of support specialists who serve as the first line of assistance for our institutional clients. This hands-on management role combines people leadership with operational excellence, ensuring every client interaction reflects our commitment to quality service.
You'll handle everything from day-to-day issue resolution to process improvements that enhance efficiency and client satisfaction. You'll field inquiries about payments, account operations, platform functionality, and compliance requirements—making you essential to our clients' success and our company's reputation.
This is a role for someone who thrives in the operational details while keeping the bigger picture in mind. You'll coach your team through complex client situations, identify patterns in support tickets that signal product improvements, and build the processes that help your team work smarter, not harder.
You'll work closely with Product, Engineering, Compliance, and Operations to resolve client issues and ensure your team has the knowledge and resources they need to succeed. When escalations arise, you'll step in with a calm, solutions-oriented approach that turns frustrated clients into advocates.
We're looking for someone with fintech or banking support experience who understands the unique challenges of serving institutional clients. Someone who can balance empathy with efficiency, coach team members to excellence, and maintain high service standards even during busy periods.
If you're a natural problem-solver who enjoys developing people, improving processes, and creating exceptional client experiences, this role is for you
Required Experience
- 3-5 years in customer support or client service, with at least 2 years in a team lead or management role
- Fintech, banking, payments, or B2B SaaS experience strongly preferred
- Experience managing teams of 5-10+ support specialists
- Proven track record of improving support metrics (CSAT, response times, resolution rates)
- Hands-on experience with support ticketing systems (Zendesk, Intercom, Freshdesk, or similar)
- Understanding of institutional/B2B client needs and expectations
Management & Leadership Skills
- Strong people management and coaching abilities
- Ability to motivate and develop team members
- Experience handling performance issues and difficult conversations
- Calm under pressure with excellent conflict resolution skills
- Empathetic leadership style balanced with accountability
- Ability to make quick decisions during escalations
Technical & Operational Skills
- Proficiency with CRM systems (Salesforce, HubSpot) and support platforms
- Strong analytical skills with ability to interpret support metrics and trends
- Excellent written and verbal communication skills
- Process-oriented mindset with focus on efficiency and quality
- Comfortable with technology and ability to learn new systems quickly
- Basic understanding of APIs, integrations, and technical troubleshooting
Domain Knowledge
- Understanding of banking operations and payment systems (SEPA, SWIFT)
- Familiarity with KYC/AML processes and compliance requirements
- Knowledge of digital banking platforms and financial services
- Awareness of regulatory frameworks (GDPR, PSD2, MiCA) is a plus
Personal Attributes
- Client-focused with genuine desire to solve problems and create positive experiences
- Detail-oriented with strong organizational skills
- Solutions-oriented approach to challenges
- Collaborative team player who builds strong cross-functional relationships
- Adaptable and comfortable with change in a fast-paced environment
- Patient with strong emotional intelligence
- Proactive in identifying and addressing issues before they escalate
Language Requirements
- Fluency in English and Russian is required
- Additional European languages (Spanish, German, French) are a strong plus
Nice to Have
- Experience in regulated financial services environments
- Knowledge of crypto/digital assets operations
- Background in technical support or with SaaS products
- Experience implementing or optimizing support tools and workflows
- Certification in customer service management or ITIL
What We Offer:
- Competitive salary with performance-based bonus
- Professional development opportunities and training budget
- Career growth path in a rapidly scaling fintech company
- Supportive team environment with collaborative culture
- Flexible work arrangements – hybrid model with modern Valencia office
- Comprehensive benefits including healthcare and wellness programs
- Relocation support available for strong candidates
- Modern tech stack and tools to help you succeed
Why Join Luminary Bank?
Join a growing fintech company where your work directly impacts client satisfaction and business success. You'll lead a dedicated team, work with cutting-edge financial technology, and have the opportunity to shape support processes as we scale.
We value managers who lead with empathy, drive operational excellence, and develop their team members. If you're ready to make a meaningful impact while growing your career in fintech, we'd love to hear from you.