Technical Customer Support Manager

equipifi; Scottsdale (AZ); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Unlimited Paid Time Off

401(k) with 50% match

Comprehensive health insurance

Flexible hybrid work model

Job summary

Equipifi, a fintech startup in Scottsdale, Arizona, is seeking a Technical Support Manager to develop and lead their support operations. This role involves establishing a strong support framework, managing Tier 2 support for financial institutions, and launching tools for self-service. The ideal candidate should have over 5 years of technical support experience in B2B SaaS, knowledge of ticketing systems, and strong troubleshooting skills. Equipifi offers competitive compensation, unlimited PTO, and a flexible work-from-home policy.

Qualifications

• 5+ years in technical support, support operations, or support management in B2B SaaS.
• Experience building a support function with ticketing systems and SLAs.
• Hands-on experience with AI-powered support tools.

Responsibilities

• Build the entire support operating model from scratch.
• Launch a v1 knowledge base and establish SLAs.
• Partner with Product to evolve the Customer Portal into a self-service hub.

Skills

Technical support experience

Experience with SaaS

Troubleshooting skills

Written communication

Tools

Zendesk

Salesforce Service Cloud

JIRA Service Management

Job description

Company Overview

Founded in Scottsdale, Arizona, equipifi is a fast growing, early‑stage SaaS fintech building the credit infrastructure for modern banking. We make Buy Now, Pay Later a native banking product by powering financial institutions with flexible financing solutions embedded within their digital banking experience. Learn more at equipifi.com.

Our team is built on experience, talent, and – most importantly – attitude. We thrive in a fast‑paced environment and value infinite curiosity, a people‑first mindset, and a shared commitment to learning, growth, and pride in the work we do. At equipifi, we practice radical transparency, encouraging team members to move quickly, share ideas openly, and collaborate with peers who will respectfully challenge one another as we learn, build, and grow together. Success in this role comes from the ability to adapt fast, question the status quo, explore new ideas, and ask thoughtful (sometimes uncomfortable) questions – all while maintaining momentum in service of better customer outcomes. The work we do takes a village – and in an environment that moves fast, we embrace the adventure together.

Where You’ll Make an Impact

As equipifi’s first Technical Support Manager, you’ll build (and execute) the entire support operating model from scratch. Once the foundation is set, you’ll own the Tier 2 support queue directly – fielding technical questions from our FI (financial institutions) partners, diagnosing and troubleshooting bugs, routing problems to the right internal team, and ensuring anything escalated to engineering travels with clean, reproducible context that actually gets issues resolved.

Outcomes You’ll Own

• Build the Foundation – Deeply understand the product (admin portal, customer portal, lending workflows, core integrations, and FI configurations), shadow Implementation PMs on live calls, audit the current state of support, evaluate the tooling landscape, define the support workflow, and take ownership of the queue.
• Ship Something Real – Within your first few months, launch a v1 knowledge base, establish SLAs, escalation paths, and quality standards, define the tiered handoff with engineering, and create runbooks and resolution playbooks.
• Scale Seamlessly – Partner with Product to evolve the Customer Portal into a true self‑service hub, surface documents, reports, configuration options, and real‑time status, deploy AI‑assisted tooling to deflect tickets, and track deflection rates.
• Measure, Report, Scale – Deploy AI‑assisted support tooling, set baseline KPIs, produce a monthly support insights report, and develop a hiring plan for the first support analyst based on ticket volume data.

What You Bring To Equipifi

• 5+ years in technical support, support operations, or support management in B2B SaaS – operating in fintech, payments, digital banking, or core integrations.
• Experience building a support function: setting up ticketing systems, writing SLAs, hiring and scaling.
• Hands‑on experience evaluating and deploying AI‑powered support tooling (chatbots, intelligent ticket routing, auto‑suggested resolutions, and knowledge base automation).
• Understanding of B2B2C support dynamics – serving a business customer (FI) whose end users generate upstream noise.
• Technical depth to troubleshoot SaaS integrations, API behavior, and configuration issues.
• Fluency with support platforms (Zendesk, JIRA Service Management, Freshdesk, Salesforce Service Cloud, or similar) and CRM systems – HubSpot experience is a plus.
• A builder’s mindset: ambiguity energizes you, process gaps are puzzles awaiting solutions, and “we’ve always done it this way” is your least favorite sentence.
• Exceptional written communication – ability to simplify complex technical issues for non‑technical credit union employees.

Your Future Team

You’ll report to the Sr. Integrations Manager, with a dotted line to our COO, and work cross‑functionally with Implementations, Account Management, Operations Engineering, Product, and Engineering.

Equipifi Benefits

• Competitive compensation, including stock options offered to all employees.
• Unlimited Paid Time Off, plus paid holidays and parental leave.
• Flexible hybrid office/work‑from‑home philosophy.
• 401(k) program with 50% match up to 5%.
• Comprehensive medical, dental, and vision insurance with 100% employee premium coverage and 50% for dependents.
• Long‑term and short‑term disability, and term life insurance with 100% premium coverage.

Equal Opportunity Employer

Equipifi is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status, partnership status, familial status, national origin/ancestry, alienage or citizenship status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, unemployment status, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, sexual or reproductive health decisions, or any other status protected by federal, state, or local law.

Equipifi is not currently offering visa sponsorship for any position.