Customer Support Manager

📋 Description

• Manage and support the daily workflow of the Biller Support Tier 1 Product Specialists team.
• Handle Tier 1 escalations from Billers.
• Participate in interviewing, hiring, and training of new staff members.
• Perform managerial tasks such as approve time off, assist with workload reassignment and phone
• Analyze call center metrics to meet KPIs and improve processes.
• Assist with escalated cases by requesting necessary resources and aiding in resolution.

🎯 Requirements

• A Bachelor’s degree or a minimum of 10 years of relevant work experience.
• At least five years of experience in customer service, preferably in the software/technology
• At least two years of related experience in a supervisory position is preferred.
• Experience with electronic payment processing, banking, ACH processing, and merchant card
• Understanding of SaaS technology and basic funding flows e.g. ACH and Credit Card.
• Experience with Customer Support metrics.