Senior Manager, Support Operations

Payit - Kansas City, MO

Full-time - Senior

Kansas City, MO

101-250 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Senior Manager of Support Operations at PayIt is responsible for overseeing customer support operations, ensuring high-quality service delivery, and enhancing customer satisfaction. This role involves managing a multi-tiered support team, optimizing support processes, and advocating for product improvements to streamline customer interactions. The position is pivotal in driving operational efficiencies and scaling support services to meet the growing demands of PayIt's client base.

Responsibilities

• Lead a multi-tiered customer support team in a fast-paced, rapidly changing environment to deliver best-in-class service to customers across North America, ensuring 24/7 availability
• Provide hands-on leadership in daily customer support operations and oversight of critical support functions
• Build and iterate on QA practices to monitor team effectiveness and actively promote a culture of quality
• Manage complex customer issues and escalations, coordinating appropriate technical personnel, and driving communications until resolution, including handling platform-wide incidents that may occur after hours
• Set high performance expectations and drive the support team to meet ambitious service goals, while leading efforts to scale the team appropriately as PayIt operations expand
• Establish strong working relationships with cross-functional leadership to identify opportunities to improve customer experience and drive business results
• Aggregate data and qualitative inputs, and provide regular analytical insights that represent the voice of customers using PayIt products to make improvements to alleviate volume
• Advocate for product enhancements to make customer support delivery easier and more efficient
• Champion automation solutions that reduce manual tasks and empower the team to focus on high-value activities
• Optimize PayIt ticketing and phone systems and processes to streamline inquiry handling, enable efficient issue resolution, and enhance satisfaction
• Regularly assess our support services and offerings, making strategic recommendations for enhancements to keep pace with customer needs and business demands
• Ensure all customer KPIs and SLAs are clearly documented, understood, communicated, and implemented across the business
• Apply principles, systems, tools, and analytical insights to sustainably improve KPIs and continuously drive operational efficiencies
• Monitor key support metrics and produce detailed reports to inform strategic decision-making and improve overall quality

Requirements

• 8+ years of relevant SaaS customer support experience, including email, chat and phone support across multiple product lines, preferably in a high-volume B2B2C environment
• 3+ years of hands-on management experience including building and leading teams
• Proven ability to lead support operations and drive customer satisfaction in a global, 24x7 environment
• Demonstrated ability to establish and maintain effective omni-channel queue management execution to meet customer expectations and SLA obligations
• Track record of leading teams that regularly exceeded ambitious goals
• Experience working with BPOs
• Exceptional interpersonal verbal and written communication skills for a wide range of audiences with the ability to present complex technical issues clearly and concisely to a general audience
• Thrives in a faced-paced environment with constant change and is able to make measured, objective, data-driven decisions
• High degree of technical proficiency with online tools and systems including Zendesk, Jira, Tableau, Excel, and other similar tools
• Data driven with demonstrated ability to independently create and manipulate data sets to identify strategy and actionable recommendations
• Exceptional time management and organizational skills with excellent attention-to-detail
• Experience leading and working effectively with cross-functional groups to design processes and implement strategic projects that solve business problems
• Bachelor's degree in business administration, communications, or other related field

Benefits

• Competitive salaries
• Excellent benefits
• Flexible working arrangements
• Corporate volunteer program