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Customer Support Team Manager
Not specifiedFull-timeCustomer SupportFinTechPayment Processing
Build and lead a technical support operation for POS systems and payment devices. Manage the team, support processes, shifts, escalations, and service performance while resolving complex customer issues directly.
Responsibilities
- Recruit, onboard, train, and develop support representatives.
- Establish workflows, ticketing processes, escalation procedures, knowledge resources, and quality standards.
- Plan shifts, allocate resources, and ensure adequate coverage.
- Handle support cases, troubleshoot technical issues, and lead critical escalations.
- Oversee troubleshooting for POS systems, payment terminals, connectivity, and peripheral devices.
- Coordinate with Product, Engineering, and Operations to resolve issues and prevent recurrence.
- Monitor response and resolution times, service quality, team performance, and customer satisfaction; use metrics and feedback to improve service.
Requirements
- Experience managing a technical support or customer service team.
- Experience building a team or support operation, including recruiting, training, and developing processes.
- Strong technical troubleshooting skills and willingness to handle customer issues directly.
- Experience with shift planning, staffing, ticketing systems, and service performance management.
- Strong leadership, judgment, prioritization, and accountability.
Nice to have
- Experience with POS systems, payment terminals, or payment platforms.