Manager, Customer Support

Billtrust US Careers•Nashville, TN

11h•Hybrid

About The Position

Billtrust is looking for a Manager, Customer Support who will play a direct and meaningful role in the quality of our customers’ day-to-day experience. This is a people-first leadership role — one where coaching, developing, and holding a high bar for your team isn’t a side function, it’s the job. This role is hybrid, based out of our Nashville office. In today’s environment, strong Managers don’t just manage workload and metrics — they actively look for ways to expand what their team can do. That means embracing AI and automation tools not as experiments, but as a core part of how we work. We expect our Managers to model this, lead through it, and bring their teams along. Passivity isn’t an option; standing still means falling behind. This role is responsible for ensuring consistent, high-quality service delivery across their team’s product lines, with clear accountability for performance outcomes including CSAT, response and resolution times, quality, and employee productivity. Managers drive both the daily rhythm of the team and the longer-term trajectory of each individual on it — identifying gaps, setting expectations, and ensuring that every team member is growing, not just performing. Managers serve as the primary escalation point for their team, build strong relationships across Billtrust’s cross-functional partners, and act as a credible, confident voice for the customer in every room they enter.

Requirements

5+ years of relevant experience in a customer-facing SaaS technical support environment, with demonstrated people management responsibility
Proven track record of coaching and developing support professionals — including delivering direct feedback, managing performance, and building clear growth paths
Active, working familiarity with AI tools and automation in a support or operations context; candidates who are still forming this foundation are expected to accelerate quickly
Experience with customer support technologies including CRM (Salesforce preferred) and case management, combined with a current perspective on where the space is heading
Well-versed in support metrics and operational reporting — CSAT, first reply time, resolution time, quality scores — and comfortable using data to identify and close performance gaps
Strong technical aptitude, including familiarity with cloud-based SaaS platforms, basic data concepts, and the ability to understand and communicate complex technical issues to a non-technical audience
Demonstrated ability to build strong customer relationships and navigate high-stakes escalations with both urgency and professionalism
Experience operating within defined SLAs, service protocols, and documented processes — and the judgment to know when escalation is the right call
Exceptional communication skills — verbal, written, and in the room; comfortable presenting to and fielding questions from senior leadership
A genuine team player with high standards — you hold yourself to the same expectations you hold your team
Deep understanding of what an effortless customer experience looks like and a personal commitment to building toward it

Nice To Haves

Bachelor’s degree preferred
Billtrust support experience is a plus

Responsibilities

Lead all phases of talent management — hiring, onboarding, coaching, performance reviews, and development planning — with the same rigor and intentionality you bring to customer outcomes
Deliver direct, timely, and actionable feedback; avoid vague or delayed coaching — team members should never be surprised by a performance conversation
Actively up-level your team: identify high-potential individuals and create a clear path forward; identify underperformers and manage them with both clarity and care
Foster a team culture where accountability and recognition go hand in hand — people know what’s expected, and great work gets called out
Actively adopt and champion AI tools and automation as a core part of how the team operates — not as a pilot, but as standard practice
Identify opportunities where AI, automation, or smarter workflows can expand what your team delivers without expanding headcount — and drive those improvements
Model an AI-first mindset for your team: stay current, experiment regularly, share what’s working, and normalize the expectation that everyone is growing in this area
Partner with Support Automation and tooling teams to translate frontline patterns and pain points into actionable workflow improvements
Reduce friction — in every form it takes — through thoughtful process design, better tooling, and a relentless focus on eliminating unnecessary effort for both customers and team members
Own the daily service delivery for your team’s product lines — production requests handled on time, aligned with customer expectations, and consistently meeting SLAs
Monitor and act on key performance metrics including CSAT, response and resolution time, quality scores, and employee productivity
Identify knowledge and skill gaps across the team and coordinate targeted coaching and training to close them quickly
Serve as the primary customer escalation point for your team — de-escalate with confidence, resolve with urgency, and close the loop
Drive cross-functional engagement with partners in IT, Product, Development, and Operations to facilitate solutions and meet customer timelines
Actively contribute to knowledge management programs — ensuring content stays accurate, complete, and genuinely useful for customers and team members alike
Lead or contribute to continuous improvement initiatives that increase team efficiency, reduce cost, or meaningfully improve the customer experience
Stay current on Billtrust products, new functionality, and internal process changes — your team looks to you for context, not just direction
Engage in strategic Glob al Customer Experience initiatives and bring a manager-level perspective that connects ground-level observations to broader organizational goals