Customer Support Manager

Customer Support Manager:

Job Summary: The Customer Support Manager will oversee and support the Biller Support Tier 1 Product Specialists team. This role involves managing daily operations, addressing service needs, handling escalations, and ensuring high-quality support for both billers and payers. The manager will also be responsible for training new team members, generating reports, and improving support processes. The working hours for this role may vary depending on the team’s needs but will be between the hours of 8AM EST – 6PM EST.

Supervisory Responsibilities/Duties:

• Manage and support the daily workflow of the Biller Support Tier 1 Product Specialists team.
• Handle Tier 1 escalations from Billers
• Strong customer support understanding and skillset (deescalation, response time, customer satisfaction)
• Participate in interviewing, hiring, and training of new staff members.
• Perform managerial tasks such as approve time off, assist with workload reassignment and phone queue management / work schedules.
• Analyze call center metrics to meet KPIs and improve processes.
• Assist with escalated cases by requesting necessary resources and aiding in resolution.
• Serve as the point of escalation for complex tickets requiring advanced knowledge.
• Work with the Biller Support team to initiate the Incident Process.
• Find key issues and work with leadership to design resolution paths.
• Conduct performance evaluations and provide regular constructive feedback.
• Help create and send biller and payer communications (calls, emails, and ticket reviews)
• Perform other duties as assigned.

Goals:

• First 30 Days:
• Gain a complete understanding of the company’s SaaS solutions, payment processing, and internal systems.
• Attend training, review all provided materials, and complete quizzes.
• Shadow team members to learn how to handle biller/payer calls and emails.
• First 60 Days:
• Complete Internal Certification Program
• Start assisting with and gaining an understanding on solving tickets and emails from billers.
• Take phone calls on the assigned schedule to gain a complete understanding of support processes.
• First 90 Days:
• Review and become familiar with support metrics.
• Start assisting with escalations and incident management.
• Ongoing:
• Generate weekly and monthly reports.
• Evaluate and plan for support improvement.
• Manage all escalations and debrief the manager.
• Assist team members by removing barriers to case resolution.
• Keep an ongoing pulse on call queues.

Competencies:

• Understanding of SaaS technology and basic funding flows e.g. ACH and Credit Card.
• Experience with Customer Support metrics.
• Customer-driven, results-oriented, and focused.
• Outstanding verbal, written, presentation, and interpersonal skills.
• Self-starter with a demonstrated ability to achieve results as part of an effective team.
• Excellent time management, organizational, and planning skills.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• 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 industry.
• At least two years of related experience in a supervisory position is preferred.
• Experience with electronic payment processing, banking, ACH processing, and merchant card processing is a plus.