Overnight Support Manager

Job Summary

Overnight Support Manager, a full-time position responsible for leading and coaching a team of Merchant Support Specialists to deliver exceptional service through various communication channels while utilizing data and AI tools to enhance performance.

Key Responsibilities

• Lead, coach, and mentor a team of Merchant Support Specialists to ensure high-quality service delivery
• Monitor and assess team performance using AI tools and data to drive improvement and set clear standards
• Facilitate team meetings and 1:1s to communicate expectations and adapt to evolving processes and technologies

Required Qualifications

• Proven experience in managing and coaching frontline customer support or high-volume operations
• Ability to utilize AI-powered performance analysis tools and established playbooks
• Demonstrated excellence in coaching to high performance using metrics
• Analytical mindset with proficiency in support analytics tools
• Fluency in support operations, KPI monitoring, and compliance best practices