Product & Client Support

Location: New York, NY / Hybrid (on-site preferred) Experience Required: 6–8+ years Role Overview Gato Systems LLC is seeking a mid‑level Product Support Manager / Client Support Manager based in New York to own the day‑to‑day support experience across all Gato products and client‑facing platforms. This role will serve as the primary accountability point between customers, internal support teams, product teams, and the engineering/support organization. The ideal candidate will ensure that all customer support requests, emails, calls, escalations, and operational issues are handled in a timely, professional, accurate, and complete manner. This person will not be expected to solve every technical issue directly, but must be able to understand client concerns, coordinate with the correct internal teams, follow issues through to closure, and ensure the final response to the customer is satisfactory. This role covers all Gato products and services, including but not limited to CAT Reporting, CAIS, Trading Platforms, Order Management Systems, Corporate Actions, Regulatory Reporting Workflows, Customer Portals, Support Dashboards, Operational Tools, and any future products offered by Gato. There are no product exclusions. Key Responsibilities Client Support Ownership Act as the primary support coordinator and client‑facing escalation point for Gato customers. Monitor all incoming support emails, tickets, client calls, and operational inquiries. Ensure every support request is acknowledged, assigned, tracked, and resolved within expected timelines. In case of Tier 1 customers or customers with higher risk, review responses prepared by internal teams before they are sent to customers, ensuring accuracy, professionalism, completeness, and clarity. Contact customers directly by phone or email when clarification, escalation, or relationship management is required. Ensure customers receive satisfactory answers and that open issues are not left unresolved or vaguely addressed. Maintain a high standard of responsiveness, ownership, and professionalism in all client interactions. Should be able to build a team in NY and lead the team of support engineers on site. Internal Team Coordination Work closely with support, development, QA, product, and operations teams to drive customer issues to resolution. Hold internal teams accountable for timely investigation, updates, root cause analysis, and resolution. Track issue ownership across teams and ensure no support request is lost, delayed, or passed around without clear responsibility. Coordinate between technical teams and business stakeholders to translate customer issues into actionable internal tasks. Escalate delayed, repeated, or high‑impact issues to senior management when required. Follow up internally until the customer‑facing response is complete and acceptable. Product Coverage The role will support all Gato products and regulatory and trading and any future Gato product or service offering. The candidate must be comfortable supporting multiple products and learning the business, operational, and regulatory context behind each platform. Support Quality and SLA Management Ensure support issues are handled within defined SLA expectations. Track response time, resolution time, client satisfaction, repeated issues, and escalation patterns. Identify gaps in support quality and work with internal teams to improve process discipline. Review open tickets and support emails daily to ensure progress and accountability. Maintain visibility into aging issues, recurring problems, client pain points, and unresolved operational concerns. Prepare weekly or monthly support summaries for management, including issue trends, escalations, and improvement areas. Customer Communication Communicate with customers in a polished, confident, and professional manner. Translate technical explanations into clear business-friendly language. Ensure customers understand issue status, expected timelines, root cause, workaround, and final resolution. Schedule and conduct support follow‑up calls when required. Build trust with customers by ensuring ownership, transparency, and follow‑through. Represent Gato professionally in all support-related communications. Process Improvement Help define and improve support workflows, escalation procedures, client communication standards, and internal accountability models. Identify recurring issues and recommend product, documentation, training, or process improvements. Work with the support team to maintain internal support knowledge articles, FAQs, issue templates, and client communication standards. Work with product and engineering teams to improve operational readiness and reduce repeat support requests. Assist in building a more structured, measurable, and accountable support function. Required Experience 6–8+ years of experience in client support, product support, technical account management, production support, operations support, or implementation support. Experience working in financial services, broker‑dealer technology, regulatory reporting, trading systems, clearing, capital markets, or fintech is strongly preferred. Ability to coordinate with offshore or remote technical teams. Experience managing client escalations and support tickets from intake to closure. Strong understanding of support SLAs, escalation management, client communication, and issue tracking. Ability to understand technical concepts and communicate them clearly to non‑technical customers. Comfortable working across multiple products and business workflows. Prior experience with regulatory reporting platforms such as CAT, CAIS, OATS, trade reporting, or compliance systems is a strong plus. Experience with trading platforms, OMS/EMS systems, FIX connectivity, back‑office systems, or operational reconciliation workflows is a plus. Required Skills Strong client communication and relationship management skills. Excellent written and verbal communication. Strong follow‑up discipline and ownership mindset. Ability to hold internal teams accountable without creating friction. Strong organizational skills and ability to manage multiple open issues simultaneously. Ability to understand customer urgency and prioritize accordingly. Comfortable reviewing technical responses for clarity and completeness. Strong problem‑solving and escalation management capabilities. Ability to work independently and drive issues to closure. Professional judgment when dealing with customers, executives, and internal technical teams. Preferred Qualifications Experience supporting broker‑dealers, clearing firms, fintech vendors, trading platforms, or regulatory reporting systems. Familiarity with FINRA, SEC, CAT, CAIS, trade lifecycle, order lifecycle, or post‑trade operations. Experience using ticketing systems, CRM systems, JIRA, Zendesk, Freshdesk, ServiceNow, or similar platforms. Experience preparing client‑facing support reports, incident summaries, root cause summaries, and SLA reporting. Experience working with offshore engineering or support teams. Ability to participate in client meetings and represent product support confidently. Success Measures Timely acknowledgement and resolution of customer support requests. Reduction in aging or unresolved support items. Improved quality and completeness of customer responses. Stronger accountability across Logiciel and internal support teams. Improved customer satisfaction and confidence in Gato support. Better visibility into recurring issues and product support trends. Clear escalation tracking and management reporting. Fewer repeat complaints and fewer unresolved client follow‑ups. Ideal Candidate Profile The ideal candidate is a disciplined, client‑facing support professional who understands how to manage both customers and internal technical teams. This person should be comfortable picking up the phone, speaking directly with customers, following up with offshore teams, reviewing issue status, challenging incomplete answers, and ensuring that every customer receives a complete and professional response. This role requires someone who is proactive, organized, accountable, and comfortable operating in a fast‑moving fintech environment where multiple products, clients, and support requests are active at the same time. Employment Type Full‑time position based in New York, with hybrid flexibility depending on business needs and client support requirements. #J-18808-Ljbffr GATO Systems