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-powered tools and data to monitor and improve team performance
• Guide Specialists in resolving complex merchant issues and ensure focus on impactful actions

Required Qualifications

• Proven experience managing and coaching frontline customer support or high-volume operations
• Ability to leverage performance analysis tools to drive outcomes
• Demonstrated excellence in coaching using metrics and delivering actionable feedback
• Analytical mindset with proficiency in support analytics tools
• Fluent in support operations and KPI monitoring best practices