Support Manager

Job Summary

A company is looking for a Support Manager, West 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 team performance and provide actionable feedback
• Guide Specialists in resolving complex merchant issues and facilitate team meetings for development

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
• Analytical mindset with proficiency in support analytics tools
• Fluent in support operations and KPI monitoring best practices