Gateway Support Overnight Team Lead

Elavon, Inc. • Englewood, CO

9d • $29 - $39 • Remote

About The Position

As an Overnight Team Lead within Gateway Support, you'll serve as the primary leadership presence during overnight operations, helping Tier 1 and Tier 2 support teams deliver exceptional service while troubleshooting complex technical issues, monitoring system performance, handling escalations, and supporting service continuity across a 24/7 environment. This role is ideal for someone who combines strong technical troubleshooting skills with leadership experience and enjoys coaching others while maintaining operational excellence in a fast-paced support environment.

Requirements

• Leadership or team lead experience
• Technical support, help desk, IT support, telecommunications support, or similar technical troubleshooting background
• Experience supporting customers through technical issues
• Strong analytical and problem-solving skills
• Ability to work independently and make decisions in a low-resource overnight environment
• Excellent communication skills

Nice To Haves

• Call center leadership experience
• Escalation management experience
• Financial services support experience
• Payment technology, POS, gateway, or merchant services knowledge
• Experience coaching or mentoring employees
• Queue management and workforce support experience

Responsibilities

• Serve as the overnight leader supporting Gateway Support operations
• Monitor support queues and service metrics
• Provide real-time guidance and support to Tier 1 and Tier 2 agents
• Handle escalated customer and operational issues
• Coordinate outage response activities and escalation processes
• Open and manage support tickets with internal escalation teams
• Identify coaching opportunities and support employee development
• Partner with supervisors to maintain service level objectives
• Help drive operational efficiency and customer satisfaction

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed