Client Engagement Manager

Payarc LLC•San Diego, CA

45d•Onsite

About The Position

We are a technology-driven company. We built our business with the purpose of empowering people and improving their organizations, one payment at a time. We started our journey by providing smart and simple payment processing tools and products but haven’t stopped there. We are backed by a team of world-class experts and the best technology talent, and we are committed to helping more new businesses get started, increase the revenues of our customers, and bridge the gap between online merchants and payment solutions. Our mission is to give companies the tools they need to change the future of their business. Job Summary This position manages the entire support team which includes the Client Engagement Specialists and the Senior Client Engagement Specialists. As a supervisor, this role is responsible for hiring, termination, performance management, career development and overseeing the day-to-day responsibilities of the Client Engagement team. They will also be responsible for training new team members and making sure they are assimilated properly into the team. They will also be the escalation point for all issues that cannot be resolved by the rest of the team.

Requirements

Extremely detail oriented
Ability to multi-task
Good interpersonal skills
Strong communication skills
Strong relationship building skills
Influencing skills
Strong problem-solving skills
Coaching Skills
Leadership skills
Handle complex, sensitive issues
Customer service oriented
Proficient in Microsoft Word/Excel
3+ years of experience in customer service with proven ability to solve issues and work well with a team

Nice To Haves

Spanish speaking a plus

Responsibilities

Willing to travel to our Tijuana Mexico office 5 days a week
Supervise employees, including but not limited to conducting performance reviews, goal setting, providing guidance and working through employee relation issues within the team.
Identify career development needs/opportunities for each individual member of the team
Interview and hire new team members.
Train new team members to ensure they understand Payarc products, systems and how other departments work with this team to support clients/merchants.
Manage and delegate, as needed, all tasks assigned to support team ensuring timely completion of open issues.
Subject Matter Expert/Lead on investigating complex issues brought to us by either the merchants or agents and act as an escalation point to get problems resolved as quickly as possible, including questions regarding authorizations, batches, clearing, settlement, remote technical support for various payment terminals and payment gateways, along with triaging issues between other company departments.
Provide customer service to existing clients over the phone and email.
Take lead with projects assigned to the support team such as pricing updates and updating information for merchants ensuring they have the correct equipment for their business.
Mentor new employees
Other duties as assigned.