The Manager, Technical Support is responsible for leading and developing FreedomPay's Technical Support team in a fast-paced, customer-focused, 24/7 payments environment. This role oversees the daily operation of the support function, ensuring timely resolution of customer issues, operational excellence, and a high standard of service delivery. The Manager will partner closely with internal teams and external customers to support a complex ecosystem that includes payment gateways, web portals, point-of-sale integrations, payment devices, hospitality and retail systems, and merchant-facing applications.
This leader will drive continuous improvement, establish and maintain support processes, coach and develop team members, and provide escalation management for critical customer issues. The ideal candidate understands the demands of supporting a mission-critical, always-on platform and is comfortable leading teams that operate in a 24/7 support environment.
Key Responsibilities
- Lead, mentor, and develop a team of Technical Support Analysts, fostering a culture of accountability, collaboration, and customer service excellence.
- Manage day-to-day support operations, ensuring service levels and customer expectations are consistently met.
- Act as an escalation point for complex technical and customer issues, coordinating resolution efforts across teams.
- Monitor support performance, identify trends, and drive operational improvements to enhance efficiency and service quality.
- Establish, maintain, and improve support processes, procedures, and knowledge management resources.
- Partner with Product, Engineering, Operations, and Customer Success teams to address recurring issues and improve the customer experience.
- Ensure the team is prepared to support FreedomPay's highly available, 24/7 payments platform and related technologies.
- Support staffing, scheduling, workforce planning, and on-call coverage as needed.
- Provide regular reporting and updates on team performance, customer issues, and operational metrics.
- Promote a customer-first mindset while maintaining a strong focus on operational excellence and continuous improvement.
Requirements
- Bachelor's degree from an accredited university.
- 5+ years of technical support, help desk, software support, or related experience.
- 2+ years of experience leading, mentoring, or managing technical support professionals.
- Experience supporting customers in a 24/7 operational environment, preferably within payments, financial technology, SaaS, hospitality, or retail technology.
- Experience supporting, configuring, or troubleshooting POS and PMS systems such as Micros, Opera, Aloha, or InfoGenesis.
- Experience with payment processing, payment gateways, financial services, or related technologies.
- Demonstrated experience managing escalations and driving resolution of complex technical issues.
- Strong investigation, diagnostic, and problem-solving skills.
- Experience developing and improving support processes, documentation, and knowledge base resources.
- Excellent written and verbal communication skills; Spanish language skills are a plus.
- Strong leadership, coaching, and team development abilities.
- Ability to thrive in a fast-paced environment and effectively manage competing priorities.
- Willingness to support and lead within a 24/7 operational model and participate in after-hours escalations when necessary.
- Some travel may be required.
Skills Required
- Bachelor's degree from an accredited university
- 5+ years of technical support, help desk, software support, or related experience
- 2+ years leading, mentoring, or managing technical support professionals
- Experience supporting customers in a 24/7 operational environment
- Experience supporting, configuring, or troubleshooting POS and PMS systems such as Micros, Opera, Aloha, or InfoGenesis
- Experience with payment processing, payment gateways, financial services, or related technologies
- Demonstrated experience managing escalations and driving resolution of complex technical issues
- Strong investigation, diagnostic, and problem-solving skills
- Experience developing and improving support processes, documentation, and knowledge base resources
- Excellent written and verbal communication skills
- Spanish language skills
- Strong leadership, coaching, and team development abilities
- Willingness to support and lead within a 24/7 operational model and participate in after-hours escalations
- Ability to thrive in a fast-paced environment and effectively manage competing priorities
- Some travel may be required
What We Do
The FreedomPay Commerce Platform is the best way for merchants to simplify complex payment environments. Validated by the PCI Security Standards Council for Point-to-Point Encryption (P2PE) along with EMV, Tokenization, Contactless and DCC capabilities, global leaders in retail, hospitality, gaming, education, healthcare and financial services trust FreedomPay to deliver unmatched security and advanced value added services.
