Technical Support Manager

Role and Purpose

This position will report to the Head of Customer Success.  It will be home office based and may require up to 10% travel (primarily for InterPayments events).

This role is the cornerstone of our customer satisfaction effort.  

You value building trust and long-lasting relationships.  You enjoy being a consultant to customers.  You are deeply motivated by creating mutual success.  You find satisfaction turning a customer's uncertainty or anxiety into relief.  You relish the challenge of not knowing an answer but working to find one.  You are a trustworthy and dependable advocate.  People know they can rely upon you.

You convert our customers’ goals into reality. You deeply enjoy solving interesting technical problems for people.  You are a trustworthy and dependable advocate and want people to know they can rely upon you.  

You want to make an impact.  You are the point person on customer issues that arise.  You'll work directly with customers to acknowledge, solve, and resolve their technical issues.  You’ll liaise with our product and engineering teams to track and resolve support queries.  You will work closely with our customer-facing teams to develop and maintain the business relationship.  You’ll reduce future support issues by presenting process improvements to our implementation teams to improve the customer onboarding process.  

You’ll make our company better.  This is a high-impact role requiring close collaboration across Sales, Product, Engineering, Finance, and Customer Success.

You’ll contribute to creating a world-class customer support team.  You’ll have key input into how we engage with our customers.  You’ll uncover insights about how we should interact with customers and how our products can improve.  You’ll be part of a collaborative team that’s most interested in building great new things that solve merchant and partner problems.

How you’ll make an impact

• Supports the technical operations of the Company by addressing customer questions and challenges that are presented in InterPayments Support Center
• Assist in onboarding and offboarding merchants 
• Manages and monitors the InterPayments Support Center statuses to ensure customer questions are addressed promptly, provides technical support and understands the proper use of technology to meet the stated goals of the business
• Ensures that customer inquiries and statuses are accurately and reflected in the InterPayments Support Center
• Runs and presents monthly reporting to ensure InterPayments is meeting customer support goals
• Keep management informed of the customer FAQ’s, trends, and response times
• Manage external customer communications regarding any upcoming changes or issues 
• Monitoring and responding to customer inquiries
• Build long-term relationships with customers
• Become an expert in InterPayments' products and areas for improvement
• Identify and build/document processes to help reduce future support issues and respond/resolve to them in a faster manner

Requirements

• 2+ years technical support experience in the payments industry.  
• A desire to own outcomes.  Self-starter, independent driver who can execute with minimal supervision, prioritize and balance multiple activities simultaneously, and achieve deadlines.
• Adept client relationship management skills.  You can engage in business-level and technical conversations at multiple levels of a customer’s organization.
• Strong product sense and energized by the challenge of solving difficult user related problems
• Clear and decisive written and verbal communication skills
• Familiarity with APIs and ability to explain API concepts
• Experimental with new strategies and technologies (including AI) to improve impact and communication
• Proven ability to work cross functionally with internal teams and external parties
• Responsible & accountable. If you say you will do it, you do it
• Attention to detail and deep curiosity
• Calm, collected, and poised in the face of multiple customer inquiries or support issues
• Ability to empathize with another person’s situation

Nice to Have’s

• Payments gateway or payment processor experience 
• Previous start-up experience

Who you are

You strive to uncover complex problems and find great personal and professional fulfillment in solving them.  You can put yourself into the mindset of a customer to uncover problems before an actual customer does.  In addition, you are: 

• Team-oriented: You believe shared success and individual advancement go hand-in-hand.  We share your values.  You thrive in an inclusive, collaborative environment and hold yourself and your teammates accountable    You step up and step in when your team needs you.    

• Impact-driven: You find deep meaning and satisfaction in making an impact.  You are self-aware about what motivates you and what instills passion.  You take pride in being trusted to deliver results for your team.  You embrace a growth-mindset.  You reframe setbacks as gifted opportunities to improve.  In short, you’re a polite, ethical hustler.  

• Structured decision maker: you believe progress is rooted in a focused effort.  To know how to focus, you work hard to understand the root cause and listen to different points of view.  You prefer investigating to being right.  You first identify the core drivers of a problem and work backwards to simplify the solution.  You constantly think about 2nd and 3rd order effects of decisions. In general, you are optimistically paranoid about what you don’t know.  

InterPayments’ Values:

• Customers and mission first.  The customer is at the heart of everything we do and we have an enormous obligation to help them.  We align our company, team, and individual goals with customer outcomes and our mission.  When making decisions and setting priorities, we always keep our customer’s perspective and our mission in mind. 

• Always build trust.  We focus on the long-term. We treat everyone - existing and prospective teammates, customers, partners, vendors, investors - as if we’ll know and work with them forever.  We assume good intent and empathize.  We’re always ethical, respectful, and honest.  We are responsive, reliable, and trustworthy.  We are loyal and committed to one another, our customers, and our mission.  Nothing is transactional.   

• Do the hard(er) thing.  We reject complacency and embody a growth mindset because it’s more fulfilling.  Being resilient, flexible, and adaptable is challenging.  Seeking and delivering honest feedback is hard.  Embracing open-mindedness, intellectual honesty, and respectful disagreement is tough.  Being relentlessly curious, simplifying complexity, and thinking through 2nd/3rd order effects of decisions takes more work.  Being highly responsive and making data-driven decisions requires more effort.  We choose to do them anyway.  We find reward in pushing ourselves and others beyond our comfort zones.