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Essential Qualifications - 6+ years in client support, customer success, or client services with at least 3 years managing a team - Experience leading support operations in a complex, data-intensive environment where answer quality matters more than speed financial data, SaaS platforms, research services, or capital markets technology preferred - Demonstrated ability to improve CSAT, reduce resolution times, and scale support operations without sacrificing quality - Strong data fluency comfortable pulling support metrics, building reports, identifying trends, and presenting findings clearly to leadership - Excellent written and verbal communication skills across audiences from end users to senior stakeholders - Experience managing distributed or offshore team members; specific history of retaining and growing talent to address complex and product related inquiries - Familiarity with Salesforce or equivalent case management systems - Background in commercial real estate, financial data, or institutional SaaS is a plus not a requirement .