Manager, Customer Care

Versapay; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

Versapay is seeking a Customer Care Manager to lead domestic and offshore support teams, shaping a high‑performing, customer‑centric organization. You will coach leaders, implement scalable processes, and partner with Product, Engineering, Finance, and Customer Success to ensure efficient resolutions.

You will own operational excellence, drive CX metrics, and translate company goals into actionable support strategies.

Qualifications

• 3+ years’ experience managing and developing customer support teams, including remote/offshore resources.
• Bachelor’s Degree required; Master’s in related fields bonus.
• Strong understanding of customer support operations, workflows, and KPIs.
• Experience in accounts receivable, payments, billing or SaaS support.
• Experience owning or partnering on internal support tools and automation.
• Ability to coordinate cross‑functionally to resolve issues and improve processes.
• Capability to create quality training curricula for teams and departments.

Responsibilities

• Coach, mentor, and develop frontline support managers and agents.
• Set clear expectations around performance, quality, and customer experience.
• Foster accountability, collaboration, and continuous improvement.
• Escalate and coordinate complex issues across teams to ensure timely resolution.
• Maintain empathetic, consistent communication with customers across channels.
• Identify trends and systemic issues to advocate for improvements.

Skills

People leadership

Cross‑functional collaboration

Customer obsession

Data-driven decision making

Communication excellence

Education

Bachelor’s Degree

Master’s Degree (bonus) in Business/Data Analytics/Customer Experience

Tools

Salesforce Service Cloud

Intercom

FinAI

Reporting dashboards

Job description

About Versapay

Versapay turns accounts receivable (AR) into a competitive advantage.

Inefficient AR processes slow cash flow and stall growth. Versapay removes friction, unlocks working capital, and accelerates momentum — giving finance leaders the clarity and control they need to drive business forward.

Versapay automates accounts receivable, removing barriers to collecting and reconciling B2B payments. Our solutions connect finance teams, customers, and business systems in one ecosystem to ensure cash flow clarity.

With over 10,000 customers and 5M+ companies transacting on the platform, Versapay processes over 110M transactions and $257B annually.

Think you might be the next Veep to join? Read on!!

Here’s how you’ll have a huge impact here – and on your career:

As a Customer Care Manager, you will lead a team of domestic and offshore support professionals responsible for resolving customer inquiries across product usage, billing, account, and general service topics. You will focus on building a high-performing, customer‑centric support organization that delivers consistent, high-quality experiences at scale.

Your role will center on people leadership, operational excellence, and cross‑functional collaboration. You will coach and develop your team, ensure clear processes and accountability, and partner closely with Product, Customer Success, Engineering, Finance, and other internal stakeholders to ensure customer issues are resolved efficiently and effectively.

Reporting to the Senior Director of Customer Care, you will help translate company goals into actionable support strategies, continuously improving how we serve customers. Your curiosity and continuous improvement mindset will drive you to understand our products, customers, and internal workflows well enough to remove friction, identify trends, and improve outcomes.

This role is ideal for a highly collaborative people leader with a strong operational foundation and a deep commitment to customer satisfaction. Your ability to balance day‑to‑day execution with longer‑term improvement initiatives will directly enhance the customer experience and strengthen the overall support organization.

To qualify for this role, you’ll need:

• 3+ years’ experience managing and developing customer support or service teams, including remote and offshore resources
• Bachelor’s Degree required, bonus if you have a Master’s in Business, Data Analytics, or Customer Experience
• A strong understanding of customer support operations, workflows, and best practices
• Experience with Accounts Receivable–related or financial services environments (e.g., payments, billing, or SaaS support)
• Solid understanding of support metrics and KPIs (CSAT, SLA, productivity, quality, etc.) and how to use them to drive performance and engagement
• Experience owning or partnering on internal support tools and platforms (e.g., Salesforce Service Cloud, Intercom, FinAI, reporting dashboards), including repetitive process automation
• Comfort working cross‑functionally to resolve customer issues and improve internal processes
• Capable of creating quality training curricula for internal team members, other departments, and customers.

What you’ll do

Lead and Develop the Team

• Coach, mentor, and develop frontline support managers and agents
• Set clear expectations around performance, quality, and customer experience
• Foster a culture of accountability, collaboration, and continuous improvement

Ensure Excellent Customer Experiences

• Serve as an escalation point for complex or high-impact customer issues, focusing on coordination and resolution across teams & departments
• Ensure consistent, empathetic, and effective communication with customers across all channels
• Advocate for customers internally by identifying trends and systemic issues

Drive Operational Excellence

• Establish and refine support processes to improve efficiency, quality, and scalability
• Implement daily, weekly, and monthly performance tracking and standardized reporting
• Use data and insights to identify gaps, prioritize improvements, and measure success

Partner Across the Organization

• Collaborate with Product, Engineering, Customer Success, Finance, and external partners to resolve issues and improve the end‑to‑end customer journey
• Act as a liaison for customer feedback, helping inform product and process improvements

Enable Knowledge and Self‑Service

• Ensure customer issues and resolutions are documented in internal systems
• Take ownership of internal and customer‑facing knowledge content to increase consistency and self‑service adoption

What you’ll bring to the team

• Customer Obsession: You consistently put the customer first, ensuring decisions and priorities are grounded in delivering a positive, reliable, and empathetic experience.
• Strong People Leadership: You inspire trust, develop talent, and create an environment where teams can do their best work.
• Operational Mindset: You are comfortable using data, metrics, and process improvement to drive better outcomes for customers and employees.
• Agility and Adaptability: You navigate ambiguity with confidence and adjust quickly as priorities or customer needs change.
• Problem‑Solving Orientation: You enjoy tackling complex challenges, identifying root causes, and driving practical, sustainable solutions.
• Attention to Detail: You ensure follow‑through and consistency, knowing that small details often have an outsized impact on customer experience.

#LI-Remote

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.