Technical Support Manager — 24/7 Payments & Escalations

Jobtailor; Philadelphia (Philadelphia County); On-site; USD 90,000 - 140,000; Full time

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

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.