--- title: 'Technical Customer Experience Manager at Casap' canonical: 'https://feeny.ai/job/technical-customer-experience-manager-casap-new-york-s3gmj524ad31' type: 'job' last_seen: '2026-09-11' --- # Technical Customer Experience Manager at Casap - **Company:** Casap - **Location:** New York, NY - **Compensation:** $115k–$170k - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-06-04 - **Last confirmed live:** 2026-09-11 - **Apply:** https://jobs.gem.com/casap/am9icG9zdDo4brMaToFKRVxWW2EeEf3Z ## Job description Location(s) This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays. ## About the Role As a Technical Customer Experience Manager, you are the accountable owner of the post-onboarding client experience for a portfolio of banks, credit unions, and fintechs. The role thrives inside the product and inside the relationship: you investigate real issues and resolve them with precision, you turn recurring problems into durable programs, and you serve as the trusted face for clients across multi-year engagements. This is a role for someone equally comfortable debugging an API integration and presenting outcomes to a client's leadership team. You pair genuine care for clients with the investigative depth to solve their hardest problems, and the operational rigor to make those solutions last. ## What You'll Do - Own Technical Resolution: Reproduce client-reported issues, research logs, query data, and identify root cause. Resolve what you can directly, and escalate the rest to engineering with clean, reproducible, high-signal detail: steps to reproduce, log evidence, expected versus actual behavior, and client impact. - Be the Bridge to Engineering and Product: Translate client problems into clear technical requirements and prioritized, business-context-rich input. Identify recurring friction points and advocate for scalable solutions rather than one-off fixes. - Own Outcomes, Not Just Tickets: Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable resolutions. - Manage the Client Relationship: Own the operational and executive relationship across a multi-year engagement. Serve as the trusted advisor and primary point of contact, building credibility that outlasts any single issue. - Drive Enablement and Adoption: Deliver training sessions, feature walkthroughs, and best-practice guidance. Build the documentation and runbooks that make clients self-sufficient and prevent repeat questions. - Engage Proactively: Stay ahead of clients through a regular meeting cadence and structured business reviews that connect platform performance to their operational goals. - Support Implementation: Partner with the implementation team during onboarding to train clients and help new users get fluent quickly. ## What You’ve Done - 4-7 years in a technical account management, customer engineering, support engineering, or technical customer success role, ideally at a B2B SaaS or fintech company serving financial institutions - Demonstrated ability to investigate technical issues independently: reading logs, debugging API integrations, querying data, and identifying root cause before escalating - Hands-on familiarity with REST APIs and troubleshooting tools such as DataDog or OpenSearch; working knowledge of SQL for investigation and analysis - Strong relationship management skills with mid-market or enterprise clients, with the presence to build credibility with operational and executive stakeholders alike - Exceptional written and verbal communication: able to make a complex technical or dispute issue legible to both a client's frontline team and its leadership - Structured problem-solver, comfortable in an early-stage environment, building process while doing the work - Great composure when an issue is live and the stakes are high ## Nice to Have - Experience in payments, disputes, chargebacks, or Reg E/Z compliance workflows - Familiarity with authentication concepts (e.g., JWT) and API security - Working knowledge of Python for debugging and analysis - Familiarity with HubSpot, Linear, or similar CRM and ticketing tools - Background working with banks, credit unions, or core banking systems ## About Casap ## Company Overview - **One-liner**: Casap builds AI agents that automate dispute resolution and fraud management for banks, credit unions, and fintechs. - **Entity Type**: Private (Series A) - **Headquarters**: San Francisco, California, United States (with offices in New York City and Paris) - **Founded**: 2023 - **Founders**: Shanthi Shanmugam (CEO) and Saisi Peter ## Core Business - **Primary industry**: Financial Technology (Fintech) / AI-Powered Dispute & Fraud Automation - **Target customers**: B2B — Banks, credit unions, and fintechs - **Mission statement**: "Reduce first-party fraud, automate disputes, protect the bottom line, and build consumer trust that lasts." ## Products & Services - **Casap Copilot & Collaboration Platform**: An AI-powered platform that fully automates disputes end-to-end. It uses agentic AI to handle claims processing, reduce first-party fraud losses, and ensure compliance with regulations like Reg E, Reg Z, and card-network rules. The platform is designed to automate up to 30% of dispute cases, cutting resolution times from months to days. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed - **Total Funding**: $33.6M (across 4 rounds) - **Funding History**: - Pre-Seed (Feb 2024): $100K — led by Curql - Pre-Seed (Oct 2024): $1.5M — led by Primary Venture Partners - Seed (Oct 2024): $7.0M — led by Lightspeed Venture Partners - Series A (Sep 2025): $25M — led by Emergence Capital (with participation from SoFi and others) - **Notable Investors**: Emergence Capital, Lightspeed Venture Partners, Primary Venture Partners, SoFi, Curql - **Key Metric**: Headcount of 37 employees (+325% YoY), distributed across 6 countries (US, Brazil, Canada, Kenya, Bangladesh, Algeria) - **Growth Signals**: - Joined the Alkami Technology partner ecosystem (July 2026) as an Elements partner, enabling integration with Alkami's digital banking platform. - Named an Inc. Female Founder 500 honoree (Shanthi Shanmugam). - CEO's background at Robinhood; co-founder's experience at Chime (saved $10M in first year using AI for disputes). ## Competitive Advantages - **Deep domain expertise**: Founders bring firsthand experience from Robinhood and Chime, giving them unique insight into the operational pain points of dispute and fraud management at scale. - **Proven ROI**: Co-founder Saisi Peter's work at Chime demonstrated that AI applied to disputes saved $10M in the first year and that unresolved disputes were the #2 reason for customer churn. - **Agentic AI approach**: Purpose-built AI agents designed specifically for financial institutions, handling high-cost, high-risk functions that are still largely manual. - **Regulatory compliance baked in**: Platform automatically meets Reg E, Reg Z, and card-network obligations, reducing risk for clients. ## Strategic Focus - **Scaling the partner ecosystem**: The Alkami integration is a key channel strategy to reach more banks and credit unions. - **Deepening AI capabilities**: Continuing to build out agentic AI to handle more complex dispute and fraud scenarios autonomously. - **Expanding customer base**: Targeting both traditional financial institutions and digital-first fintechs. ## Why Work Here - **Purpose-driven mission**: The work directly impacts real people — faster dispute resolutions, fewer fraud losses, and consumers who feel heard. The company emphasizes that "what you build here matters." - **Collaborative culture**: "Every voice matters here" — the company values diverse backgrounds and perspectives. - **High bar, fast pace**: The culture is described as "move fast, build right" — a balance of speed and quality for those who want to build something meaningful. - **Remote-friendly with hubs**: Offices in San Francisco (HQ) and New York City, with a distributed workforce across 6 countries. - **Notable perks**: Not explicitly listed, but the engineering culture is a priority — a Founding Engineer/Head of Engineering role exists, and the technical team makes up a significant portion of headcount. - **Active hiring**: Currently posting for 4 roles (Senior/Staff Backend Engineer, Head of Customer Success, Technical Program Manager, Customer Success Manager). ## Sources 1. [casaphq.com](https://www.casaphq.com/about) 2. [linkedin.com](https://linkedin.com/company/casaphq) 3. [cbinsights.com](https://www.cbinsights.com/company/casap) 4. [theorg.com](https://theorg.com/org/casap) 5. 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