Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.
Summary
The Payments Support Supervisor leads day-to-day support operations, ensuring high-quality customer service and team development. This role provides coaching, monitors KPIs, manages escalations, and collaborates with cross-functional teams to optimize support performance and workflow.
Responsibilities- Plan, organize, and supervise day-to-day support operations.
- Provide developmental support and guidance to agents through coaching and floor support.
- Utilize problem-solving and people skills to assist staff with escalated issues.
- Build and maintain strong relationships with business partners and team members.
- Collaborate with management to foster a supportive and communicative team environment.
- Maintain a motivating and positive workplace climate.
- Multitask, meet deadlines, and achieve results under pressure; may require shift flexibility, holidays, or on-call availability.
- Manage call center queues, report, and coach on KPI metrics.
- Implement and maintain departmental policies and procedures.
- Measure, monitor, and maintain customer service quality and satisfaction.
- Manage training and development initiatives for technical support staff.
- Provide resolution to issues by identifying problems, researching answers, and guiding merchants through corrective steps.
- Participate in HR functions including performance evaluations, disciplinary actions, hiring, and employee development.
- Manage client expectations regarding tickets, phone queues, projects, and tasks.
- Exceptional time management and personal accountability.
- Strong communication skills across all departments, including sales and technical teams.
- Highly organized with attention to detail.
- Passion for high performance and efficiency.
- Proficiency in Google Workspace and Microsoft Office Suite.
- Goal-oriented and results-driven.
- Strong reasoning and problem-solving skills.
- Ability to adapt to change and implement new processes.
- Creative, forward-thinking, and reliable with consistent attendance.
- Knowledge of customer service principles and best practices.
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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
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What We Do
Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry.
