Manager Of Customer Service And Technical Support - Payments

Manager Of Customer Service And Technical Support - Payments

Hi, I'm Cassie Alexander, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. We are seeking a seasoned Manager of Customer Service and Technical Support - Payments to lead our frontline support organization-including customer service, integration support, and technical troubleshooting-within a fast-growing payment processing environment. This leader will oversee call center operations, guide technical support specialists, and partner cross-functionally to drive exceptional merchant and partner experiences. The ideal candidate will combine strategic vision with operational expertise, leveraging technology and data to transform the support experience.

We are looking for a Manager, Customer Service and Technical Support - Payments who will:

• Lead and scale a high-performing customer service call center, ensuring fast, accurate, and empathetic support for merchants, partners, and ISVs.
• Own CSAT, NPS, AHT, FCR, ticket resolution SLAs, and customer satisfaction metrics.
• Develop processes, scripts, workflows, QA frameworks, and escalation pathways aligned with top processors.
• Implement and optimize omnichannel support (phone, email, chat, in-app) and ensure coverage across extended hours and peak volumes.
• Drive workforce management, scheduling, forecasting, staffing models, and performance oversight.
• Partner closely with Product, Sales, Compliance, Risk, Underwriting, and Operations to ensure accurate communication and timely issue resolution.
• Lead teams that support API integration, payments configuration, webhooks, onboarding flows, and technical troubleshooting.
• Ensure technical support specialists provide root-cause analysis, log reviews, transaction investigation, and seamless triage.
• Establish a tiered support structure (Tier 1-3) with clear ownership of incident response, product bugs, and technical escalations.
• Collaborate with Product, Engineering, and DevOps on incident management, outages, release readiness, and customer communication protocols.
• Create and maintain robust technical documentation, integration guides, how-to content, and knowledge base articles.
• Develop and mature a scalable support operating model in alignment with Payment Card Industry (PCI), NACHA, card network, and regulatory requirements.
• Implement service delivery best practices used by leading processors-automation, proactive monitoring, self-service tools, and AI-driven support.
• Own root-cause analysis