Head of 24/7 Technical Support – Payments Platform

FreedomPay; Philadelphia (Philadelphia County); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision

Life Insurance

Retirement plan with match

Commission sharing plan

Hybrid work environment

Parental leave

Job summary

FreedomPay is seeking a Manager, Technical Support to lead a 24/7 operations team delivering high‑quality support for a mission‑critical payments platform. You will drive escalations, partner with Product, Engineering and Success teams, and implement process improvements to enhance service and reliability.

The role requires 5+ years in technical support with at least 2 years of leadership, plus strong diagnostic skills, a customer‑first mindset, and the ability to thrive under pressure in a

Qualifications

• Bachelor's degree from an accredited university.
• 5+ years of technical support, help desk, software support, or related experience.
• 2+ years of experience leading, mentoring, or managing technical support professionals
• Experience supporting customers in a 24/7 operational environment, preferably within payments, financial technology, SaaS, hospitality, or retail technology
• Experience supporting, configuring, or troubleshooting POS and PMS systems such as Micros, Opera, Aloha, or InfoGenesis
• Experience with payment processing, payment gateways, financial services, or related technologies
• Demonstrated experience managing escalations and driving resolution of complex technical issues
• Strong investigation, diagnostic, and problem-solving skills
• Experience developing and improving support processes, documentation, and knowledge base resources
• Excellent written and verbal communication skills; Spanish language skills are a plus
• Strong leadership, coaching, and team development abilities
• Ability to thrive in a fast-paced environment and effectively manage competing priorities
• Willingness to support and lead within a 24/7 operational model and participate in after-hours escalations when necessary
• Some travel may be required

Responsibilities

• Lead, mentor, and develop a team of Technical Support Analysts, fostering a culture of accountability, collaboration, and customer service excellence
• Manage day-to-day support operations, ensuring service levels and customer expectations are consistently met
• Act as an escalation point for complex technical and customer issues, coordinating resolution efforts across teams
• Monitor support performance, identify trends, and drive operational improvements to enhance efficiency and service quality
• Establish, maintain, and improve support processes, procedures, and knowledge management resources
• Partner with Product, Engineering, Operations, and Customer Success teams to address recurring issues and improve the customer experience
• Ensure the team is prepared to support FreedomPay's highly available, 24/7 payments platform and related technologies
• Support staffing, scheduling, workforce planning, and on-call coverage as needed
• Provide regular reporting and updates on team performance, customer issues, and operational metrics
• Promote a customer-first mindset while maintaining a strong focus on operational excellence and continuous improvement

Skills

Technical leadership

Team mentoring

Customer service

Spanish skills a plus

Education

Bachelor's degree

Tools

POS systems: Micros, Opera, Aloha, InfoGenesis

Job description

FreedomPay is seeking a Manager, Technical Support to lead a 24/7 operations team delivering high‑quality support for a mission‑critical payments platform. You will drive escalations, partner with Product, Engineering and Success teams, and implement process improvements to enhance service and reliability.

The role requires 5+ years in technical support with at least 2 years of leadership, plus strong diagnostic skills, a customer‑first mindset, and the ability to thrive under pressure in a