Overnight Support Manager

Job Summary

Leading a team of Merchant Support Specialists, the full-time Overnight Support Manager will coach and mentor staff to deliver exceptional service remotely while leveraging data and AI tools to enhance performance and drive merchant success.

Key Responsibilities

• Lead, coach, and mentor a high-performing team of Merchant Support Specialists to ensure exceptional service delivery
• Utilize AI-powered tools and data to monitor and improve team performance, setting clear standards for growth
• Guide Specialists in resolving complex merchant issues, focusing on first-contact resolution and high-impact actions

Required Qualifications

• Proven experience managing and coaching frontline customer support or high-volume operations
• Ability to leverage AI-powered performance analysis tools and established playbooks
• Demonstrated excellence in coaching to high performance using metrics and delivering actionable feedback
• Analytical, data-driven mindset with proficiency in support analytics tools
• Fluent in support operations, KPI monitoring, and best practices for compliance and operational rigor