Manager of Customer Service and Technical Support - Payments

CSG

18d•$95,077 - $152,124•Remote

About The Position

Hi, I'm Cassie Alexander, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. We are seeking a seasoned Manager of Customer Service and Technical Support - Payments to lead our frontline support organization—including customer service, integration support, and technical troubleshooting—within a fast-growing payment processing environment. This leader will oversee call center operations, guide technical support specialists, and partner cross-functionally to drive exceptional merchant and partner experiences. The ideal candidate will combine strategic vision with operational expertise, leveraging technology and data to transform the support experience.

Requirements

Bachelor’s degree in Computer Science, related field or equivalent experience
5+ years’ experience in payments, fintech, merchant services, or related industries.
Proven experience leading customer service call centers of 15–40+ agents, ideally in a 24/7 environment.
3–5+ years managing technical support or integration support teams, preferably supporting APIs, SaaS platforms, or payment gateways.
Strong understanding of card processing, ACH, dispute/chargeback flows, tokenization, onboarding/KYC, PayFac models, and payment ecosystems.
Experience with tools such as Freshdesk, Zendesk, Salesforce Service Cloud, Jira, Confluence, Talkdesk, or similar.
Data-driven approach with expert ability to analyze KPIs, operational metrics, and trends.
Excellent communication and executive-level presentation skills.
Strong collaboration skills—able to work effectively with Engineering, Product, Risk, and Compliance.

Responsibilities

Lead and scale a high-performing customer service call center, ensuring fast, accurate, and empathetic support for merchants, partners, and ISVs.
Own CSAT, NPS, AHT, FCR, ticket resolution SLAs, and customer satisfaction metrics.
Develop processes, scripts, workflows, QA frameworks, and escalation pathways aligned with top processors.
Implement and optimize omnichannel support (phone, email, chat, in-app) and ensure coverage across extended hours and peak volumes.
Drive workforce management, scheduling, forecasting, staffing models, and performance oversight.
Partner closely with Product, Sales, Compliance, Risk, Underwriting, and Operations to ensure accurate communication and timely issue resolution.
Lead teams that support API integration, payments configuration, webhooks, onboarding flows, and technical troubleshooting
Ensure technical support specialists provide root-cause analysis, log reviews, transaction investigation, and seamless triage.
Establish a tiered support structure (Tier 1–3) with clear ownership of incident response, product bugs, and technical escalations.
Collaborate with Product, Engineering, and DevOps on incident management, outages, release readiness, and customer communication protocols.
Create and maintain robust technical documentation, integration guides, how-to content, and knowledge base articles.
Develop and mature a scalable support operating model in alignment with Payment Card Industry (PCI), NACHA, card network, and regulatory requirements.
Implement service delivery best practices used by leading processors—automation, proactive monitoring, self-service tools, and AI-driven support.
Own root-cause analysis, trending, reporting, dashboards, and KPIs related to customer service and ticket volume.
Drive continuous improvement initiatives, customer journey enhancements, and repeat-issue elimination.
Collaborate with Sales, Delivery, Implementation, and Partner Success to ensure seamless onboarding and support experiences.
Recruit, train, and coach a high-performing team of supervisors, support agents, and technical support specialists.
Lead with operational rigor—1:1s, performance reviews, quality audits, coaching, and documented development plans.
Foster a culture of customer obsession, accountability, and continuous improvement.
Build career pathways and succession plans within customer service and technical support.