Software Support Manager

<p><strong>Software Support Manager<br><br>Location: REMOTE</strong></p> <div class="p-rich_text_section"><strong>Role Overview</strong></div> <p>We are seeking a <strong>Software Support Manager</strong> to lead a high-performing payments team. This team of Support Specialists is focused on delivering an exceptional experience to our self-storage clients. This role is ideal for a strategic, data-driven leader who thrives in a fast-paced, evolving environment. You will be responsible for building and executing the strategy for our inbound software support function, ensuring scalable processes, operational efficiency, and best-in-class client satisfaction. This leader will partner with our internal and external stakeholders to advocate for the client experience. </p> <p><strong>Key Responsibilities</strong></p> <h4><strong>Strategic Leadership</strong></h4> <ul> <li>Manage the <strong>end-to-end payment processing support experience</strong> for our self-storage clients, but eventually spanning other verticals.</li> <li>Develop and implement a <strong>strategic roadmap</strong> for support operations focused on <strong>efficiency, scalability, and service excellence</strong>.</li> <li>Define and track <strong>key performance indicators (KPIs)</strong> and ensure team goals align with broader organizational objectives.</li> </ul> <p><strong>Team Management</strong></p> <ul> <li>Hire, onboard, coach, and manage a team of Software Support Specialists.</li> <li>Cultivate a <strong>positive, performance-driven team culture</strong> with strong engagement and accountability.</li> <li>Identify and address training needs to continuously <strong>upskill the team</strong> and improve service delivery.</li> </ul> <h4><strong>Operational Excellence</strong></h4> <ul> <li>Develop and refine <strong>support workflows</strong>, ensuring cost-effective operations at scale.</li> <li>Manage and improve performance using <strong>qualitative and quantitative metrics</strong>, including CSAT, ticket resolution time, and time to first response.</li> </ul> <h4><strong>Cross-functional Collaboration</strong></h4> <ul> <li>Partner with <strong>Client Success</strong>, <strong>Product</strong>, and <strong>Engineering</strong> to provide insights that improve client experience.</li> <li><strong>Partner with our external Payment Providers</strong> to identify issues, track features, drive the client experience.</li> <li>Coordinate with internal stakeholders to ensure <strong>seamless implementation of new features and product updates</strong>.</li> <li>Support <strong>customer retention efforts</strong> by working closely with churn prevention teams and implementing strategic support initiatives.</li> </ul> <h4><strong>Customer Insights Reporting</strong></h4> <ul> <li>Analyze client feedback and ticket trends to identify <strong>pain points and opportunities for improvement</strong>.</li> <li>Deliver <strong>actionable, data-driven insights</strong> to internal teams to help guide product and service enhancements.</li> </ul> <h4><strong>Content Knowledge Management</strong></h4> <ul> <li>Oversee the development and maintenance of <strong>internal support documentation</strong> and knowledge bases to ensure consistency and efficiency.</li> </ul> <p><strong>Qualifications</strong></p> <h4><strong>Must-Have:</strong></h4> <ul> <li>5+ years of experience in <strong>Client Services or Technical Support, </strong>with at least 2+ years in the <strong>Payment Processing industry.</strong><strong><br></strong></li> <li>3+ years of <strong>people management experience</strong> with a demonstrated ability to lead and scale teams.</li> <li>Proven ability to build, implement, and optimize scalable support processes.</li> <li>Strong <strong>analytical and problem-solving</strong> skills; able to use data to drive decision-making.</li> <li>Excellent written and verbal <strong>communication skills.</strong><strong><br></strong></li> <li>In-depth knowledge of <strong>S ... (truncated, view full listing at source)