Gateway Support Overnight Team Lead

U.S. Bank • Englewood, CO

8d • Remote

About The Position

Lead a team that keeps critical payment and gateway systems running around the clock. 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