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CSG · 2 days ago

Manager of Customer Service and Technical Support - Payments

United States

Full-time

Remote

Mid, Senior Level

$95K/yr - $152K/yr

5+ years exp

CSG is a company that empowers businesses to create exceptional customer experiences. They are seeking a seasoned Manager of Customer Service and Technical Support - Payments to lead their support organization, overseeing call center operations and driving exceptional experiences for merchants and partners in a fast-growing payment processing environment.

Business DevelopmentBusiness Process Automation (BPA)SaaSSoftware

Culture & Values

H1B Sponsor Likely

Responsibilities

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, trending, reporting, dashboards, and KPIs related to customer service and ticket volume

Drive continuous improvement initiatives, customer journey enhancements, and repeat-issue elimination

Collaborate with Sales, Delivery, Implementation, and Partner Success to ensure seamless onboarding and support experiences

Recruit, train, and coach a high-performing team of supervisors, support agents, and technical support specialists

Lead with operational rigor—1:1s, performance reviews, quality audits, coaching, and documented development plans

Foster a culture of customer obsession, accountability, and continuous improvement

Build career pathways and succession plans within customer service and technical support

Qualification

Customer service managementTechnical support managementPayments industry experienceAPI integration supportData analysisFreshdeskZendeskSalesforce Service CloudJiraConfluenceTalkdeskCommunicationCollaboration skills

Required

Bachelor's degree in Computer Science, related field or equivalent experience

5+ years' experience in payments, fintech, merchant services, or related industries

Proven experience leading customer service call centers of 15–40+ agents, ideally in a 24/7 environment

3–5+ years managing technical support or integration support teams, preferably supporting APIs, SaaS platforms, or payment gateways

Strong understanding of card processing, ACH, dispute/chargeback flows, tokenization, onboarding/KYC, PayFac models, and payment ecosystems

Experience with tools such as Freshdesk, Zendesk, Salesforce Service Cloud, Jira, Confluence, Talkdesk, or similar

Data-driven approach with expert ability to analyze KPIs, operational metrics, and trends

Excellent communication and executive-level presentation skills

Strong collaboration skills—able to work effectively with Engineering, Product, Risk, and Compliance

Benefits

Work from Home

Employee Belonging Groups

Healthcare: Dental, Medical, and Vision

Paid Vacation, Volunteer, and Holiday Time Off

And so much more!

Company

CSG

Glassdoor4.2

CSG is a leader in innovative customer engagement, revenue management and payments solutions that make ordinary customer experiences extraordinary.

Founded in 1994

Greenwood Village, Colorado, USA

5001-10000 employees

http://www.csgi.com

H1B Sponsorship

CSG has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (1)