The company is looking for a Software Support Manager to oversee the support team assisting clients with their invoice to cash and payments software platform, aiming to improve customer satisfaction and refine support strategies.
Requirements
- Solid understanding of payment workflows, APIs, and software integrations.
- Solid understanding of ERP’s
- Strong knowledge of support tools and ITSM platforms (Zendesk, Freshdesk, Jira, Salesforce, etc.).
- SQL or basic scripting knowledge to assist with troubleshooting.
Responsibilities
- Manage and prioritize technical escalations from key customers
- Collaborate with Product and Engineering teams to resolve bugs and deliver timely fixes.
- Build and optimize support workflows, knowledge bases, and documentation.
- Analyze support ticket trends to identify product or training improvements.
- Implement tools and systems to improve efficiency, including ticketing systems (e.g., Zendesk, Jira).
- Own post-incident reviews and client communications for high-impact issues.
Other
- Lead and mentor a team of technical & non-technical support specialists and engineers.
- Oversee day-to-day support operations, ensuring timely and accurate responses to customer issues.
- Develop and maintain SLA/KPI targets for the support team.
- Champion the voice of the customer in internal product and service discussions.
- 5+ years in software support or technical customer support roles, with 2+ years in a leadership role.
- Experience supporting B2B software platforms, preferably in fintech or payments.
- Excellent analytical, communication, and interpersonal skills.
- Experience working with cross-functional teams (Customer Success, Solutions, Engineering, Product, Sales).
- Ability to thrive in a fast-paced, high-growth environment.
- Familiarity with SLA-driven environments and customer experience best practices.
- Experience with B2B credit card and bank payments
- Exposure to SaaS platforms and cloud infrastructure (AWS, Azure).
