Payments Customer Support Manager Jobs

Superb prioritization and time management

Strong problem-solving and troubleshooting abilities

BA/BS or equivalent work experience

1+ years of experience in customer-facing roles, either with consumer or enterprise, in tech or financial tech industry

Experience with Fraud, Risk, and Chargebacks across payment, e-commerce, retail, or digital media

Experience in supporting web applications

5 years of experience in customer support, with a minimum of 2 years in a leadership or management role.

Strong leadership and team management skills, with a demonstrated ability to motivate and inspire a team to achieve exceptional results.

Proven experience in handling and resolving complex technical issues effectively, preferably within a tech industry.

Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.

Exceptional problem-solving abilities and a passion for finding innovative solutions to customer challenges.

Remote-first work culture (domestic USA)

Hires, onboards, trains, leads, manages and develops customer experience leaders in the store.

Introduces best practices and rolls out new country processes and systems on a timely basis to entire Customer Experience team.

Contributes to the creation of the Customer Experience action plan, secures buy in, initiates implementation and follows up.

In customer service, problem solving and conflict handling techniques.

Using data and insights in customer interactions with IKEA across all channels and IKEA service providers into actions and solutions.

Managing, leading and developing people, preferably in customer centric service or retail environment.

Assist with ticket triaging, staffing assignments, and other workforce management tasks.

Based in Austin, TX or experienced in remote work.

Some knowledge of healthcare and/or insurance benefits preferred.

Bachelor’s degree with 3 years of related experience in social work, patient advocacy, or health coaching preferred.

Perform quality assessments on support interactions, and directly provide feedback to team members.

Ensure that team and individual goals are met, including inbound support metrics and KPI’s.

Manage relationships with vendors and BPO partners

Identify product changes that will improve user experience, and work cross-functionally to drive organizational impact

3+ years in a Support leadership role, including hiring experience

2+ years of experience in a start-up environment or fast growing company

Experience communicating directly with customers to assess needs and solve issues

Excellent verbal and written communication skills

Provide and review support reporting with management

Manage the support case queue in FreshDesk

At least 2 years of experience in customer support

Strong communication skills - written, verbal, presentation, executive

Ability to work remote or hybrid

Comprehensive medical benefits, 100% paid for employee

Work with the customer service manager to ensure proper customer service is being delivered.

Knowledge about our products to better assist our customers.

High school diploma, general education degree or equivalent

Knowledge of customer service principles and practices

Knowledge of relevant computer applications

knowledge of customer service principles and practices

5+ years in support or support related lead or management role at a similar B2B SaaS organization

Proven track record (5+ years in team AND support vendor management) to build a cohesive team and lead people effectively

Experience with debugging/maintaining integrations such as Zoom, Gcal, O365, various ATSs, CCSs, etc.

Strong communication skills, including the ability to influence clients and internal team members

Benefits including flexible work hours, competitive salaries, paid time off, medical, dental, & vision insurance, and much more

Work alongside teams remotely from anywhere in the US

Strong management skills and proven experience

Minimum of 5 years people and process management experience in a Customer Service or Support environment.

Minimum of a bachelor’s degree in technical, business or management fields or equivalent qualifying experience and training.

Act as an effective manager in optimizing and improving the team’s processes, workflows and functions and help with their professional growth.

Prior experience in Public Safety strongly desirable.

Strong analytical, reporting and presentation skills.

Work with the customer service manager to ensure proper customer service is being delivered.

Knowledge about our products to better assist our customers.

High school diploma, general education degree or equivalent

Knowledge of customer service principles and practices

Knowledge of relevant computer applications

knowledge of customer service principles and practices

Change management and training experience

Being the central point-of-contact for all post-sales activities, including customer onboarding, consultative guidance, product training, technical support, and account management activities

Providing input to senior management at the earliest opportunity regarding any issues impacting customer satisfaction

Successful experience in a dedicated Account Manager, Customer Success, Customer Service, or Sales role within a Software-as-a-Service (SaaS) organization

Proactively identifying critical success factors and areas of business process improvement designed to enhance the overall customer experience and drive excellence

Technical and analytical problem-solving skill

Experience in leadership, change management, and conflict management

1+ Year of Management level of CS

Defining key Customer Service SOP’s and manage training plans for new hires.

Support CS teams and display exemplary product and company knowledge.

Exceptional written and verbal communication skills.

Develop and hold accountable the Customer Service team to meet or exceed defined service level targets.

Certified Customer Experience Professional (CCXP)

Experience delivering insights reports to cross-functional teams, including ability to provide direction while not having direct authority

Amplify the Voice of the Customer: advocate relentlessly to ensure our customers are heard throughout the Payments business unit

Closed-Loop methodologies: Educate and empower Payments teams to close-the-loop with our users, including issue resolution, prevention, and communication

Systems thinker: Zoom out to see the big picture and dive into the details when appropriate

Proven track record driving positive change in a complex environment

Certified Customer Experience Professional (CCXP)

Experience delivering insights reports to cross-functional teams, including ability to provide direction while not having direct authority

Amplify the Voice of the Customer: advocate relentlessly to ensure our customers are heard throughout the Payments business unit

Closed-Loop methodologies: Educate and empower Payments teams to close-the-loop with our users, including issue resolution, prevention, and communication

Systems thinker: Zoom out to see the big picture and dive into the details when appropriate

Proven track record driving positive change in a complex environment

Excellent time management, resource organization and priority establishment skills, and ability to multi-task in a fast-paced environment

Bachelor's Degree or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job

Continuing developing plans for onboarding on new employees and ongoing educational needs

Coordinate technical and non-technical resources across internal departments for customers' and partners' benefit

Able to manage/act as customers' and partners' escalation point of contact, when necessary

Excellent, demonstrated client relationship, communication and teamwork-oriented skills

Certified Customer Experience Professional (CCXP)

Experience delivering insights reports to cross-functional teams, including ability to provide direction while not having direct authority

Amplify the Voice of the Customer: advocate relentlessly to ensure our customers are heard throughout the Payments business unit

Closed-Loop methodologies: Educate and empower Payments teams to close-the-loop with our users, including issue resolution, prevention, and communication

Systems thinker: Zoom out to see the big picture and dive into the details when appropriate

Proven track record driving positive change in a complex environment

Certified Customer Experience Professional (CCXP)

Experience delivering insights reports to cross-functional teams, including ability to provide direction while not having direct authority

Amplify the Voice of the Customer: advocate relentlessly to ensure our customers are heard throughout the Payments business unit

Closed-Loop methodologies: Educate and empower Payments teams to close-the-loop with our users, including issue resolution, prevention, and communication

Systems thinker: Zoom out to see the big picture and dive into the details when appropriate

Proven track record driving positive change in a complex environment

Certified Customer Experience Professional (CCXP)

Experience delivering insights reports to cross-functional teams, including ability to provide direction while not having direct authority

Amplify the Voice of the Customer: advocate relentlessly to ensure our customers are heard throughout the Payments business unit

Closed-Loop methodologies: Educate and empower Payments teams to close-the-loop with our users, including issue resolution, prevention, and communication

Systems thinker: Zoom out to see the big picture and dive into the details when appropriate

Proven track record driving positive change in a complex environment

Certified Customer Experience Professional (CCXP)

Experience delivering insights reports to cross-functional teams, including ability to provide direction while not having direct authority

Amplify the Voice of the Customer: advocate relentlessly to ensure our customers are heard throughout the Payments business unit

Closed-Loop methodologies: Educate and empower Payments teams to close-the-loop with our users, including issue resolution, prevention, and communication

Systems thinker: Zoom out to see the big picture and dive into the details when appropriate

Proven track record driving positive change in a complex environment

Certified Customer Experience Professional (CCXP)

Experience delivering insights reports to cross-functional teams, including ability to provide direction while not having direct authority

Amplify the Voice of the Customer: advocate relentlessly to ensure our customers are heard throughout the Payments business unit

Closed-Loop methodologies: Educate and empower Payments teams to close-the-loop with our users, including issue resolution, prevention, and communication

Systems thinker: Zoom out to see the big picture and dive into the details when appropriate

Proven track record driving positive change in a complex environment