As a rapidly growing company in the field of A/R platform automation, we are constantly searching for new people to join our talented team. We are a software service company that places the satisfaction of our clients as the highest priority. As we continue to fulfill this mission, we are searching for an outstanding Support Manager to join our corporate offices in Miami, FL.

As Support Manager you will be leading teams of customer support specialists to ensure that every clients receives the highest level of assistance with the technical aspects of their products and/or services.

The following verifiable personality traits are required to be on constant display by the one who commits to serving in this role:

• An excellent communicator, leader and motivator of internal teams.
• A Creative thinker - An exceptional ability to be able to come up with new ideas that improve customer service standards
• A strong ability to work well under pressure
• A professional and inspiring confidence, patience, politeness, tact and diplomacy for dealing with difficult situations.
• Fully committed to consistently improving the overall customer service skills of our internal team
• A person with emotional intelligence and analytical thinking.to a level that allows for making decisions based on researched data
• Innovative and proactive in the development of new customer service processes and strategies.

The following are the responsibilities that will need to be managed effectively on a daily basis:

• Managing the customer support department’s day-to-day functions.
• Consistent and timely responses to escalated customer support issues.
• Professional implementation of customer support processes to enhance customer satisfaction.
• Formulation and revisions as required for customer support policies including the facilitation of their implementation - Identifying gaps in the support process and amending such accordingly.
• Updating their team on new procedures - Informing the team of all new information related to products, procedures, and trends.
• Assessing support statistics and preparing detailed reports on the relevant findings.
• Overseeing and evaluating the team's ongoing training efforts - identify key areas where the team can improve their work performances. This will be inclusive of developing training sessions related to these areas.
• Delivering performance evaluations and following the disciplinary process according to company policy when necessary.
• Managing the budget of the customer support department.

The following are the requirements that the ideal candidate will bring to the relationship:

• Proven experience as a customer support specialist, preferably within a similar start-up company environment
• Management experience to lead, manage, and train motivated teams.
• Exceptional knowledge of networking protocols and components.
• A comprehensive understanding of technology, how it works, and the strategy for a business owner.
• Professional payments experience (on the acquiring side of merchant services) including understanding how gateways work
• Experience leading 10 level meetings. (This is very much a nice to have which is easily taught)
• Experience with QA, maintaining data integrity between platforms, and onboarding new clients.
• An internal capacity to accept and utilize constructive criticism.
• A full alignment with our company's values.
• This is a remote/in office position. The Support Manager for this role will ideally be located in Orlandoi or in the vicinity of South Florida. This will enable them to be present at the office at various times throughout the month.

Please note: This is a long-term opportunity for career-minded candidates ONLY. Therefore, if the above does not describe your aspirations, please do not apply. For those who feel that they are the proper fit for this position, in addition to sending your resume, please include a brief description of approximately 250 words on why you feel that you are the ideal candidate for this position. Such will be mandatory for your resume to be considered.