Support Manager

Job Summary

A company is looking for a Support Manager to lead teams of Merchant Support Specialists.

Key Responsibilities

• Lead, coach, and mentor a team of Merchant Support Specialists to deliver exceptional service
• Utilize AI tools and data to monitor and improve team performance, providing actionable feedback
• Facilitate team meetings and 1:1s, guiding Specialists in resolving complex merchant issues

Required Qualifications

• Proven experience managing and coaching frontline customer support or high-volume operations
• Ability to leverage AI-powered tools and established playbooks for performance improvement
• Analytical mindset with proficiency in support analytics tools
• Fluency in support operations and KPI monitoring
• Commitment to fostering a culture of inclusion and continuous improvement