Technical Support Manager

Summary

Join InterPayments, a Series A FinTech SaaS company, as a Customer Success Technical Support Specialist! This home-office based role, reporting to the Head of Customer Success, is crucial for customer satisfaction. You will be the primary point of contact for resolving technical issues, collaborating with internal teams, and improving customer onboarding processes. The position requires strong technical support experience in the payments industry, excellent communication skills, and a passion for problem-solving. You will contribute to a world-class customer support team and make a significant impact on the company's success. Up to 10% travel may be required for InterPayments events. The remote pay range is $75,000-$100,000 USD.

Requirements

• 2+ years technical support experience in the payments industry
• A desire to own outcomes.  Self-starter, independent driver who can execute with minimal supervision, prioritize and balance multiple activities simultaneously, and achieve deadlines
• Adept client relationship management skills.  You can engage in business-level and technical conversations at multiple levels of a customer’s organization
• Strong product sense and energized by the challenge of solving difficult user related problems
• Clear and decisive written and verbal communication skills
• Familiarity with APIs and ability to explain API concepts
• Experimental with new strategies and technologies (including AI) to improve impact and communication
• Proven ability to work cross functionally with internal teams and external parties
• Responsible & accountable. If you say you will do it, you do it
• Attention to detail and deep curiosity
• Calm, collected, and poised in the face of multiple customer inquiries or support issues
• Ability to empathize with another person’s situation

Responsibilities

• Supports the technical operations of the Company by addressing customer questions and challenges that are presented in InterPayments Support Center
• Assist in onboarding and offboarding merchants
• Manages and monitors the InterPayments Support Center statuses to ensure customer questions are addressed promptly, provides technical support and understands the proper use of technology to meet the stated goals of the business
• Ensures that customer inquiries and statuses are accurately and reflected in the InterPayments Support Center
• Runs and presents monthly reporting to ensure InterPayments is meeting customer support goals
• Keep management informed of the customer FAQ’s, trends, and response times
• Manage external customer communications regarding any upcoming changes or issues
• Monitoring and responding to customer inquiries
• Build long-term relationships with customers
• Become an expert in InterPayments' products and areas for improvement
• Identify and build/document processes to help reduce future support issues and respond/resolve to them in a faster manner

Preferred Qualifications

• Payments gateway or payment processor experience
• Previous start-up experience

Benefits

• Remote work
• Remote pay range $75,000 — $100,000 USD