Manager, Technical Support

Key Responsibilities

• 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.