Supervisor, Payments Support

Overview

Summary

The Payments Support Supervisor leads day-to-day support operations, ensuring high-quality customer service and team development. This role provides coaching, monitors KPIs, manages escalations, and collaborates with cross-functional teams to optimize support performance and workflow.

Responsibilities

• Plan, organize, and supervise day-to-day support operations.


• Provide developmental support and guidance to agents through coaching and floor support.


• Utilize problem-solving and people skills to assist staff with escalated issues.


• Build and maintain strong relationships with business partners and team members.


• Collaborate with management to foster a supportive and communicative team environment.


• Maintain a motivating and positive workplace climate.


• Multitask, meet deadlines, and achieve results under pressure; may require shift flexibility, holidays, or on-call availability.


• Manage call center queues, report, and coach on KPI metrics.


• Implement and maintain departmental policies and procedures.


• Measure, monitor, and maintain customer service quality and satisfaction.


• Manage training and development initiatives for technical support staff.


• Provide resolution to issues by identifying problems, researching answers, and guiding merchants through corrective steps.


• Participate in HR functions including performance evaluations, disciplinary actions, hiring, and employee development.


• Manage client expectations regarding tickets, phone queues, projects, and tasks.

Qualifications

• Exceptional time management and personal accountability.


• 1+ Years customer service supervisory experience 


• Strong communication skills across all departments, including sales and technical teams.


• Highly organized with attention to detail.


• Passion for high performance and efficiency.


• Proficiency in Google Workspace and Microsoft Office Suite.


• Goal-oriented and results-driven.


• Strong reasoning and problem-solving skills.


• Ability to adapt to change and implement new processes.


• Creative, forward-thinking, and reliable with consistent attendance.


• Knowledge of customer service principles and best practices.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.