About the role
WHO WE ARE
Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech software enables us to support clients such as Stash, Betterment, SoFi, Webull, and eToro, amongst many others; collectively, Apex powers access to the stock market for over 22+ million end customers.
At Apex, we are changing how the securities industry operates by reinventing the status quo, which was manual, slow, and accessible only by the ultra-wealthy. We're digitizing and democratizing systems so that everyone has an opportunity to invest.
When you're at Apex, you drive this change. You're part of a global team with a clear vision: to be the trusted technology that powers the digital economy. Our offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila are home to over 1,000 employees.
Together, we’re shaping the future of financial innovation. Embrace change. Solve big. Win together. And be G.R.E.A.T. — grit, results, empathy, accountability, and teamwork — with Apex.
We’re proud to be recognized for the innovative work we do, the purpose-driven nature of our work, and the collaborative culture we’ve created. Here are just a few of the many awards we’ve recently received:
Best Places to Work
2026, 2025, 2024, 2023 - Presented by BuiltIn
WealthTech of the Year
2025 - Presented by US FinTech Awards
The World’s Top 250 Fintech Companies
2024 - Presented by CNBC
ABOUT THIS ROLE
Job Summary:
The Manager, Service Management Office oversees the daily operational activities of the Service Management Analysts who support Apex's client relationships. This role is accountable for service delivery excellence, operational efficiency, and proactive issue resolution. The Service Manager ensures the team meets response time and resolution SLAs, identifies trends in client inquiries to drive systemic improvements, and maintains high-quality, consistent client experiences across all service interactions.
This is a hands-on operational leadership role focused on real-time service management, workflow optimization, and team performance. The Service Manager collaborates with peer managers on strategic initiatives while owning day-to-day execution and operational metrics for their assigned clients.
Scope of Responsibility:
Manages: Service Management Analysts in their daily service delivery activities
Focus: Operational excellence, service queue management, SLA performance, trend analysis, process efficiency
Accountability: Response times, resolution quality, team productivity, operational KPIs, service consistency
Key Responsibilities:
Team Leadership & Daily Operations Management
Lead and support team members in delivering high-quality daily service to clients
Conduct daily standups and team huddles to review priorities, workload distribution, and blockers
Provide real-time coaching and support to team members on client inquiries and issue resolution
Monitor individual and team performance against productivity and quality standards
Foster a culture of urgency, accountability, collaboration, and service excellence
Conduct performance evaluations and provide ongoing feedback and development support
Service Queue & Workflow Management
Monitor service queues (email, phone, ticketing system) in real-time to ensure timely response and resolution
Proactively manage workflow distribution across team members based on volume, complexity, and capacity
Ensure adherence to SLA targets for initial response times (e.g., 4 hours) and resolution times (e.g., 24-48 hours)
Identify and address bottlenecks or backlog issues immediately
Escalate critical issues or resource constraints to Account Management Manager
Implement queue prioritization strategies to balance urgent client needs with overall team efficiency
Optimize scheduling and coverage to ensure consistent service availability
Cross-Functional Collaboration & Escalation Management
Partner with internal teams to resolve client issues:
Operations: Account issues, trade processing, settlements, transfers
Compliance: Regulatory questions, documentation requirements
Billing: Invoice questions, pricing inquiries
Product/Engineering: Platform issues, feature requests, technical bugs
Manage escalations effectively, ensuring clear communication, ownership, and timely resolution
Coordinate with Solutions Engineering Manager for technical issue escalations
Work with Account Management Manager to align operational activities with strategic client priorities
Share insights from client inquiries to inform roadmap prioritization and business decisions
Escalate critical client issues or risks to appropriate leadership immediately
Metrics, Monitoring & Performance Management
Track and report on key operational metrics including:
Average response time and resolution time
First contact resolution rate
Customer satisfaction (CSAT) scores
Case volume and team productivity
SLA compliance rates
Escalation rates and reasons
Conduct daily, weekly, and monthly performance reviews with team and leadership
Use data and analytics to identify performance gaps and opportunities for improvement
Set and monitor individual and team performance targets
Implement quality assurance processes, including case reviews and calibration sessions
Trend Analysis & Proactive Issue Identification
Analyze patterns and trends in client inquiries to identify recurring issues, systemic problems, or emerging risks
Categorize and track inquiry types (e.g., account issues, trade errors, billing questions, platform questions) to understand root causes
Collaborate with internal teams (Operations, Product, Engineering, Compliance) to address systemic issues identified through trend analysis
Create and share regular trend reports with leadership highlighting:
Top inquiry drivers
Emerging issues requiring attention
Opportunities for process improvement or automation
Client pain points and friction areas
Proactively recommend solutions to reduce inquiry volume and improve client self-service capabilities
Process Improvement & Operational Excellence
Implement and refine standard operating procedures (SOPs) for common client inquiries and processes
Identify opportunities for automation, self-service tools, and efficiency gains
Continuously improve service delivery processes to reduce handle time while maintaining quality
Develop and maintain knowledge base articles, macros, templates, and job aids to support team efficiency
Lead process improvement initiatives focused on reducing client friction and improving satisfaction
Establish and refine escalation procedures and hand-off protocols between Client Service Analysts and Account Managers
Drive consistency in service delivery across all team members
Quality Assurance & Service Standards
Establish and enforce quality standards for all client interactions (accuracy, tone, completeness, professionalism)
Conduct regular quality reviews of cases, emails, and calls
Provide constructive feedback and coaching to improve service quality
Run calibration sessions to ensure consistency in how team members handle similar issues
Monitor client feedback and satisfaction scores to identify coaching opportunities
Ensure compliance with regulatory requirements and company policies in all client communications
Team Development & Capability Building
Identify skill gaps and training needs within the team
Develop and deliver training programs on product knowledge, processes, tools, and soft skills
Create opportunities for peer learning, shadowing, and knowledge sharing
Support career development conversations and progression planning
Recognize and reward high performers and exceptional service delivery
Build team morale and engagement through regular communication, recognition, and team-building activities
Education and Experience:
Bachelor's degree in Business, Operation