Software Support Manager

📋 Description

• Lead a high-performing payments support team.
• Build a strategy for inbound software support.
• Ensure scalable processes and strong client satisfaction.
• Collaborate with internal and external teams to improve experience.
• Manage end-to-end payment processing support for clients.
• Define KPIs and align team goals with company objectives.

🎯 Requirements

• 5+ years in client services or technical support; 2+ years in payments.
• 3+ years of people management; proven ability to scale teams.
• Build, implement, and optimize scalable support processes.
• Strong analytical and problem-solving; data-driven decisions.
• Excellent written and verbal communication.
• In-depth knowledge of Salesforce or CRM tools.
• Bachelor's degree or higher.
• Authorization to work in the U.S.
• Travel up to 10%.
• Experience in PayFac environments.
• Experience migrating merchants between payment platforms.
• Background in call center management.
• Proficiency with Google Suite, JIRA, and Asana.
• Experience with internal knowledge management systems.
• Familiarity with client onboarding and training workflows.

🎁 Benefits

• Competitive compensation and strong benefits.
• 401(k) match after 60 days; 100% vested after 1 year.
• Employer HSA contributions and an HRA for deductibles.
• Flexible vacation and take-what-you-need policy.
• Paid parental leave and Paw’ternity leave.
• Mental health resources and Volunteer Time Off.