Technical Support & Production Lead – Merchant Services

Jobtailor; Arizona; Hybrid; USD 110,000 - 140,000; Full time

Job summary

Jobtailor is seeking a senior leader to head the Ebill Technical and Production Support team within Merchant Services in the United States. You will set expectations for customer service, troubleshooting quality, and compliance while guiding daily contact center operations.

You will coach staff, recruit talent, manage escalations, and coordinate with product management, technology operations, and third-party providers to ensure timely resolution and strong customer outcomes.

Qualifications

• 5+ years of Business Relationship Support experience or equivalent.
• 2+ years of leadership experience.
• Experience leading a customer-facing technical or production support team in a contact center environment.
• Experience supporting merchant services or payment processing products and applications.
• Knowledge of web applications, APIs, and cloud-based software.

Responsibilities

• Lead the Ebill Technical and Production Support team within Merchant Services.
• Establish expectations for customer service, technical troubleshooting, case quality, productivity, timeliness, and compliance.
• Manage daily contact center operations, including work allocation, queue and case monitoring, coverage, service levels, staffing, schedule adherence, and operational issue resolution.
• Coach, develop, and retain team members through feedback, performance management, career development, cross-training, succession planning, and recognition.
• Recruit and onboard talent with customer service, technical, analytical, and communication skills.
• Lead resolution of complex, high-impact issues involving application access, web portals, connectivity, transaction inconsistencies, and cloud-based software.
• Coordinate escalations with product management, technology operations, incident management, internal servicing teams, and third-party providers.

Skills

Customer Service Management

Escalation Management

Operational Data Analysis

Talent Development

Coaching

Decision-Making

Education

Bachelor's Degree

Tools

CRM Systems

Ticketing Systems

Workforce Management Tools

Microsoft 365

Job description

Jobtailor is seeking a senior leader to head the Ebill Technical and Production Support team within Merchant Services in the United States. You will set expectations for customer service, troubleshooting quality, and compliance while guiding daily contact center operations.

You will coach staff, recruit talent, manage escalations, and coordinate with product management, technology operations, and third-party providers to ensure timely resolution and strong customer outcomes.