We are seeking a seasoned Manager of Customer Service and Technical Support - Payments to lead our frontline support organization—including customer service, integration support, and technical troubleshooting—within a fast-growing payment processing environment.
Requirements
- Lead and scale a high-performing customer service call center
- Own CSAT, NPS, AHT, FCR, ticket resolution SLAs, and customer satisfaction metrics
- Develop processes, scripts, workflows, QA frameworks, and escalation pathways aligned with top processors
- Implement and optimize omnichannel support (phone, email, chat, in-app) and ensure coverage across extended hours and peak volumes
- Drive workforce management, scheduling, forecasting, staffing models, and performance oversight
- Partner closely with Product, Sales, Compliance, Risk, Underwriting, and Operations to ensure accurate communication and timely issue resolution
- Lead teams that support API integration, payments configuration, webhooks, onboarding flows, and technical troubleshooting
- Ensure technical support specialists provide root-cause analysis, log reviews, transaction investigation, and seamless triage
- Establish a tiered support structure (Tier 1–3) with clear ownership of incident response, product bugs, and technical escalations
- Collaborate with Product, Engineering, and DevOps on incident management, outages, release readiness, and customer communication protocols
- Create and maintain robust technical documentation, integration guides, how-to content, and knowledge base articles
- Develop and mature a scalable support operating model in alignment with Payment Card Industry (PCI), NACHA, card network, and regulatory requirements
- Implement service delivery best practices used by leading processors—automation, proactive monitoring, self-service tools, and AI-driven support
- Own root-cause analysis, trending, reporting, dashboards, and KPIs related to customer service and ticket volume
- Drive continuous improvement initiatives, customer journey enhancements, and repeat-issue elimination
- Collaborate with Sales, Delivery, Implementation, and Partner Success to ensure seamless onboarding and support experiences
- Recruit, train, and coach a high-performing team of supervisors, support agents, and technical support specialists
- Lead with operational rigor—1:1s, performance reviews, quality audits, coaching, and documented development plans
- Foster a culture of customer obsession, accountability, and continuous improvement
- Build career pathways and succession plans within customer service and technical support
Benefits
- Work from Home
- Employee Belonging Groups
- Healthcare: Dental, Medical, and Vision
- Paid Vacation, Volunteer, and Holiday Time Off
