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Support Team Manager

Company: EVO Payments, Inc.
Location: Anaheim
Posted on: June 20, 2022

Job Description:

SummaryThe Support Team Manager will lead a support team that specializes in setting up proprietary software for customers after a sale is initiated. Must be able to make decisive decisions based on research and facts, streamline processes and have the flexibility to revise priorities and timelines based upon changing company directives. This position will provide the right candidate with an opportunity to lead a team, apply planning and implementation skills and expand their knowledge base while working with Resellers, Sales Partners and several internal departments to coordinate a seamless transition for merchants from one platform or product to another.What you'll do:

  • Coach and mentor team members to provide the best in customer service
  • Develop long-term operational strategies, working closely with senior management to meet company objective
  • Evaluate the efficiency of current process/procedures within operations according to organizational objectives
  • Evaluate overall team performance by gathering, analyzing and interpreting data
  • Communicate job expectations; planning, monitoring, and reviewing job contributions for team members and identifying areas for coaching
  • Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints
  • Work with senior leadership team to identify overall company improvements required to improve implementation cycle time and reduce customer escalations
  • Provide department updates and progress to senior leadership
  • Serve as primary escalation point for customer challenges relating to support or project implementation
  • Provide professional services estimates on projected project implementations
    • About you:
    • Ability to lead a team, mentor, manage performance and document accordingly, required.
    • Strong interpersonal skills with ability to collaborate and build a consensus in a high-pressure environment
    • Strong understanding and experience using project management best practices
    • 2 years of documented supervisory or management experience required
    • Ability to demonstrate initiative and capable of self-managing with little direction required
    • Exercises discretion and good judgment when making decisions, and effectively communicate the decisions which follow EVO's objective of short/long-term goals required
    • Ability to communicate effectively in both verbal and written formats with individuals or groups internally and externally and at various levels required
    • Analytical problem-solving skills with an impeccable attention to detail
    • Excellent time management and organizational skills required
    • Must be comfortable in a fast-paced environment that requires multi-tasking, flexibility and adaptation to change
    • Understanding nuances of products and services offered by EVO
    • Proficiency in MS Office tools such as MS Word, Excel, PowerPoint, Outlook
    • High School diploma required. Bachelor's degree preferred.
    • Additional Assets: AWS experience, Change Management experience, PCI knowledge, Payment Card Industry experience, SAP software experienceWhy work for EVO?
      • Learn from and grow with a worldwide payments industry leader
      • Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts and much more
      • Thrive in a collaborative culture that supports innovation
      • Take advantage of a supportive work-life balance
      • Benefit from global career opportunities and advancement DisclaimerThe preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this position.EVO Payments Inc. is an equal opportunity employer, committed to the hiring, advancement and fair treatment of individuals without regard to race, color, religion, gender, sexual preferences, age, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state, or local law.

Keywords: EVO Payments, Inc., Anaheim , Support Team Manager, Executive , Anaheim, California

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