Business Relationship Support Manager – Ebill Technical, Production Support

Jobtailor

Arizona

Hybrid

USD 110,000 - 140,000

Full time

4 days ago

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Job summary

Jobtailor is seeking a senior leader to head the Ebill Technical and Production Support team within Merchant Services in the United States. You will set expectations for customer service, troubleshooting quality, and compliance while guiding daily contact center operations.

You will coach staff, recruit talent, manage escalations, and coordinate with product management, technology operations, and third-party providers to ensure timely resolution and strong customer outcomes.

Qualifications

5+ years of Business Relationship Support experience or equivalent.
2+ years of leadership experience.
Experience leading a customer-facing technical or production support team in a contact center environment.
Experience supporting merchant services or payment processing products and applications.
Knowledge of web applications, APIs, and cloud-based software.

Responsibilities

Lead the Ebill Technical and Production Support team within Merchant Services.
Establish expectations for customer service, technical troubleshooting, case quality, productivity, timeliness, and compliance.
Manage daily contact center operations, including work allocation, queue and case monitoring, coverage, service levels, staffing, schedule adherence, and operational issue resolution.
Coach, develop, and retain team members through feedback, performance management, career development, cross-training, succession planning, and recognition.
Recruit and onboard talent with customer service, technical, analytical, and communication skills.
Lead resolution of complex, high-impact issues involving application access, web portals, connectivity, transaction inconsistencies, and cloud-based software.
Coordinate escalations with product management, technology operations, incident management, internal servicing teams, and third-party providers.

Skills

Customer Service Management

Escalation Management

Operational Data Analysis

Talent Development

Coaching

Decision-Making

Education

Bachelor's Degree

Tools

CRM Systems

Ticketing Systems

Workforce Management Tools

Microsoft 365

Job description

Lead the Ebill Technical and Production Support team within Merchant Services
Establish expectations for customer service, technical troubleshooting, case quality, productivity, timeliness, and compliance
Manage daily contact center operations, including work allocation, queue and case monitoring, coverage, service levels, staffing, schedule adherence, and operational issue resolution
Coach, develop, and retain team members through feedback, performance management, career development, cross-training, succession planning, and recognition
Recruit and onboard talent with customer service, technical, analytical, and communication skills
Lead resolution of complex, high-impact, recurring, or higher-risk issues involving application access, web portals, connectivity, transaction inconsistencies, reporting, file uploads, user administration, and cloud-based software
Ensure incidents and service requests are documented, prioritized, resolved, or escalated with complete troubleshooting and resolution details
Coordinate escalations with product management, technology operations, incident management, internal servicing teams, and third-party providers
Monitor defects, production trends, case aging, repeat contacts, quality findings, service levels, and customer feedback
Maintain procedures, knowledge resources, and standard workflows for consistent troubleshooting, faster resolution, audit readiness, and cross-training
Implement process improvements and risk controls to improve service quality, efficiency, team capacity, and customer outcomes
Apply policies, procedures, risk requirements, and regulatory obligations; complete required controls, training, assessments, audit actions, and business continuity activities
Review performance reporting, communicate trends and risks to senior leadership, and develop action plans
Build relationships across the organization and influence decisions supporting timely issue resolution
Manage people and financial resources, staffing, priorities, operations, and escalations
Provide timely, clear, professional support to customers and internal partners while minimizing service and operational disruption

Requirements

5+ years of Business Relationship Support experience, or equivalent demonstrated through work experience, training, military experience, or education
2+ years of leadership experience
Experience leading a customer-facing technical or production support team in a contact center environment
Experience supporting merchant services, treasury management, e-commerce, receivables, or payment processing products and applications
Working knowledge of payment platforms or applications such as BillerIQ, Cybersource, Payments, Fraud Manager, Transaction Search, or similar systems
Experience managing escalations, production incidents, customer-impacting defects, and third-party provider coordination
Knowledge of web applications, user access, file transmission, transaction reporting, APIs, internet connectivity, browsers, operating systems, firewalls, proxies, and cloud-based software
Experience with CRM, ticketing, case management, service management, call routing, call reporting, workforce management, and Microsoft 365 tools
Demonstrated ability to use operational data to manage service levels, case aging, productivity, quality, customer experience, staffing, and risk
Strong coaching, performance management, talent development, communication, decision-making, and change leadership skills
Proven problem analysis and resolution skills with strong attention to detail, sound judgment, and ability to translate technical information for non-technical audiences
Ability to collaborate and influence across organizational levels in a fast-paced, deadline-driven environment
Bachelor’s degree, technical coursework, technology certification, or equivalent experience in technology, business, operations, or a related field
Ability to support global teams across time zones
Must be able to work onsite at one of the required locations on a hybrid schedule
Not eligible for Visa sponsorship

Core Competencies

Demonstrates expertise in leading customer-facing technical support teams, managing escalations, and implementing process improvements to enhance service quality and operational efficiency. Proficient in utilizing operational data for performance management and decision-making while fostering talent development and cross-functional collaboration.

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