Technical Support Manager

Jobtailor

Philadelphia (Philadelphia County)

On-site

USD 90,000 - 140,000

Full time

14 days+

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Job summary

FreedomPay seeks a Senior Technical Support Manager to lead and mentor a high-performing team responsible for 24/7 support of our payments platform. You will manage daily operations, drive SLA attainment, and coordinate cross-functional resolution of complex issues to ensure exceptional customer service.

You will influence process improvements, partner with Product and Engineering, and report on key metrics while maintaining a customer-first culture in a fast-paced fintech environment.

Qualifications

Bachelor's degree required.
5+ years in technical support, help desk, software support, or related.
2+ years leading, mentoring, or managing technical support professionals.
Experience in 24/7 operations, preferably in payments/fintech/SaaS/hospitality/retail tech.
Experience with POS/PMS systems: Micros, Opera, Aloha, InfoGenesis.
Experience with payment processing/gateways or related tech.
Proven track record managing escalations and resolving complex issues.
Strong diagnostic and problem-solving skills.
Experience developing/improving support processes and knowledge bases.
Excellent written and verbal communication; Spanish a plus.
Strong leadership, coaching, and prioritization in fast-paced environments.
Willingness to support after-hours escalations; travel may be required.

Responsibilities

Lead, mentor, and develop a team of Technical Support Analysts to drive accountability and customer service excellence.
Manage day-to-day support operations ensuring SLAs and customer expectations are met.
Act as escalation point for complex issues, coordinating cross-team resolutions.
Monitor performance, identify trends, and drive operational improvements for efficiency.
Establish and improve support processes, procedures, and knowledge resources.
Partner with Product, Engineering, Operations, and Customer Success to address recurring issues.
Support 24/7 payments platform readiness and related technologies.
Assist staffing, scheduling, workforce planning, and on-call coverage.
Provide regular reporting on team performance and customer issues.
Promote a customer-first mindset and continuous improvement.

Skills

Technical support management

Team leadership

Escalation management

Process improvement

Customer experience

Education

Bachelor's degree

Tools

Micros

Opera

Aloha

InfoGenesis

FinTech platforms

Job description

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.

Requirements

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.

Core Competencies

Demonstrates expertise in leading and developing technical support teams while ensuring operational excellence in a 24/7 environment. Proficient in managing escalations, improving support processes, and enhancing customer experience within the payments and financial technology sectors.

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