What Makes Us, Us Join some of the most innovative thinkers in Fin Tech as we lead the evolution of financial technology.
If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn and pursue outcomes with our prestigious financial clients, say Hello to Sim Corp!
Why this role is important to us The Senior Manager, Integral Support plays a critical role in leading and shaping Sim Corp's global support organization, ensuring consistent, high-quality support delivery across regions and time zones.
This role is responsible for ensuring operational excellence, client satisfaction, and continuous improvement while aligning integral support operations with Sim Corp's business objectives.
What You Will Be Responsible For Lead the general support function, ensuring efficient, high-quality support delivery across all regions Define and execute global support strategies to enhance the customer experience and meet service level commitments Own and oversee escalated client issues, working directly with clients and internal teams to resolve complex or high-priority cases Contribute to case load management where required, particularly on escalations and sensitive client situations Manage, mentor, and develop a team of support consultants and developers, promoting a culture of accountability, collaboration, and continuous improvement Partner with senior leadership to align global support objectives with Sim Corp's strategic and business goals Monitor, analyze, and report on key support performance metrics (SLAs, KPIs, trends),



identifying risks and driving improvement initiatives Build and maintain close relationships with key clients, addressing concerns promptly and identifying opportunities to enhance their support experience Ensure the support organization is appropriately resourced, including ownership of staffing planning, budgets, and performance goals Drive process improvement initiatives to streamline workflows, improve efficiency, and reduce client impact Provide regular, clear reporting to senior leadership on support performance, challenges, risks, and improvement opportunities Type of Work You Will Engage With Managing and optimizing global support operations across multiple regions Leading the resolution of client escalations and ensuring timely, high-quality outcomes Leading continuous improvement initiatives focused on service delivery, efficiency, and client satisfaction Coaching and mentoring support leaders to improve team capability and performance Analyzing operational metrics and using data to guide decisions and improvements Engaging directly with clients to manage relationships, address concerns, and set expectations Collaborating with senior leadership and cross-functional teams to align global support with broader organizational objectives What We Value Bachelor's degree or equivalent experience in a relevant field Experience in customer support,



service delivery, or operations roles, with 6+ years in people leadership Demonstrated ability to lead global or multi-regional support teams Extensive experience handling client escalations, overseeing service levels, and communicating with stakeholders Experience managing performance metrics, budgets, and operational planning Ability to balance strategic leadership with direct involvement in critical client issues Effective communication skills and confidence engaging with senior stakeholders and clients Collaborative, pragmatic, and results-oriented mindset Experience leading process optimization and continuous improvement initiatives Willingness to remain actively involved when needed, contributing to case loads and supporting the resolution of client issues, escalations, while balancing ongoing leadership and operational responsibilities Benefits An attractive salary, bonus scheme, and pension are essential for any work agreement.
In addition to the traditional benefit scheme, we provide extensive work‐life balance and professional development opportunities.
Sim Corp follows a global hybrid policy, asking employees to work from the office two days each week while allowing remote work on other days.
Equal‐Opportunity Employment Sim Corp is an equal‐opportunity employer.
We are committed to building a culture where diverse perspectives and expertise are integrated into our everyday work.
We believe in the continual growth and development of our employees, so that we can provide best‐in‐class solutions to our clients.
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📌 Senior Manager, Global Support (Tijuana)
🏢 Simcorp
📍 Tijuana