Client Support Manager

Job description

About the Role: Grade Level (for internal use): 10Role Overview: We are seeking an enthusiastic, motivated, and client-centric Client Service Analyst to join our US team as part of the lending solutions support teams, supporting clients across the Debtdomain and WSO platforms. This is an exciting opportunity to collaborate across business lines, global regions, and functional teams while developing deep expertise in finance, banking, syndicated loan workflows, compliance, agency services, and high-technology platforms. Debtdomain is a leading web-based system used by thousands of professionals in the global loan syndication market, combining CRM, bookbuilding, and secure dataroom features. The role will also support WSO Agency and Compliance services, helping ensure technical and operational stability, data integrity, accurate reporting, and prompt resolution of client-reported issues. This position requires a strong blend of client service, application support, system troubleshooting, relationship management, and project coordination skills to deliver a seamless client experience across a growing global client base. The Team: The Client Support Services team operates as a critical liaison between clients and internal product, engineering, operational, compliance, and technology teams. As part of the broader lending solutions support teams, this role provides frontline application and reporting support with a focus on syndicated loan agency, compliance, and loan market workflows. The team is responsible for maintaining strong client relationships, supporting day-to-day platform usage, resolving client issues efficiently, and contributing to continuous improvement across products, services, workflows, documentation, and client communication protocols. Key Responsibilities: • Provide exceptional client service and support for the Debtdomain and WSO platforms, maintaining strong customer relationships and delivering outstanding service, including onsite coverage, training, and support where applicable. • Serve as a primary point of contact for clients, triaging L1 issues related to platform functionality, WSO Compliance and Agency workflows, reporting discrepancies, API or file delivery issues, system behavior, and data-related inquiries. • Collaborate with a global team of Service Analysts and cross-functional partners across Product, Engineering, Operations, Compliance, and Technology to investigate, resolve, and communicate client issues efficiently. • Resolve product or service problems by clarifying issues, determining root causes, identifying solutions, and escalating to the appropriate internal teams where required. • Act as an escalation point for high-impact or urgent client issues, balancing client satisfaction with internal delivery timelines and operational constraints. • Effectively prioritize tasks, adhere to deadlines, and escalate urgent matters to management with clear communication and appropriate context. • Capture, analyze, and channel user feedback to support continuous improvement of products, services, reporting, workflows, documentation, and client communication processes. • Own or coordinate client-facing projects and recurring initiatives, including report optimizations, onboarding coordination, workflow improvements, file delivery enhancements, and service optimization efforts. • Track, report, and analyze portfolio-level metrics against key performance indicators, proactively identifying trends, risks, and opportunities for process improvement. • Identify process enhancements and contribute to the development of workflows, standard operating procedures, and support documentation. • Provide ongoing training, mentorship, and support to team members to promote service excellence and operational consistency. • Demonstrate initiative, self-motivation, and a proactive approach to problem solving in a fast-paced client-facing environment. • Manage multiple projects and responsibilities across short-, medium-, and long-term timelines with strong organizational discipline. • Perform ad hoc duties and business requests as required. Responsibilities and Impact: • Opportunity to support compliance, agency, and loan syndication workflows across leading lending technology platforms. • Direct interaction with a diverse client base across the syndicated loan market, including financial institutions, asset managers, and other market participants. • Work cross-functionally with Product, Engineering, Operations, Compliance, and Technology teams to resolve issues, deliver enhancements, and improve client outcomes. • Gain visibility into high-priority initiatives, client escalations, and product or process improvement opportunities. • Contribute to the operational stability, reporting accuracy, data integrity, and service delivery quality of lending solutions used across the global financial markets. • Build professional expertise in syndicated loans, compliance services, agency workflows, client support, and financial technology. What’s in it for you: • Exposure to end-to-end agency, compliance, and loan syndication service operations within global financial institutions. • Opportunity to build strong client relationships and develop service delivery expertise in a high-visibility client-facing role. • Involvement in cross-functional collaboration across Compliance, Operations, Product, Engineering, and Technology teams. • Ability to contribute to process improvement, workflow optimization, reporting enhancements, and service excellence initiatives. • Professional growth in a global organization that values initiative,