Maverick Payments · 2 days ago
Technical Support Supervisor
Calabasas, CA
Full-time
Onsite
Mid, Senior Level
$64K/yr - $74K/yr
3+ years expMaverick Payments is a family-owned and privately held full-service payment provider. The Technical Support Supervisor is responsible for day-to-day supervision of the Technical Support Team, ensuring superior client experience in all technical aspects involved in payment processing and maintaining customer satisfaction.
E-CommerceFinancePayments
Responsibilities
Provide and assist with the day-to-day workload of all Technical Support Team. Assign and delegate daily team tasks/projects to ensure they are performed accurately, professionally and in a timely manner
Provide and assist team members with setup/configurations and downloads for POS terminals and pin pads, value-added software, and online payment gateways
Assist and educate Sales, Partners, merchants and team in adding equipment and services to merchant accounts
Assist and educate Sales, Partners in POS hardware and software selection based on client needs
Responsible for the daily performance of the department including the onsite and remote teams. Ensures the department is providing and demonstrating first-class customer service/support via telephone, email, chat, and any future channel
Ensure daily service level reporting is delivered to department leadership
Ensuring optimal service levels in all aspects related to supporting merchants, partners and internal management staff
Monitor customer communications via calls/email/tickets/escalations and ensure workload balance, within department team members to adhere to predetermined SLA’s while ensuring proper etiquette and professionalism is used in every communication
Oversee the process of team members creating an accurate and complete record of all inquiries and issues handled
Providing coaching and feedback and constructive training to team members to ensure adherence to company policies, procedures and customer satisfaction
Exercising independent judgment, discretion and decision making related to department escalations and responsibilities as directed by leadership
Planning for department meetings to discuss enhancements, procedures, product releases and training needs
Ensuring team members are adhering to card brand compliance rules and regulations in addition to all company policies for the security and integrity of sensitive information
Monitoring team member phone calls to ensure company protocol is being followed and ensuring customer satisfaction
A subject matter expert in escalated matters and suggests remedies and may escalate to leadership when necessary
Sharing knowledge gained and supporting team, peers and leaders, as well as ensuring proper onboarding and training including dashboard demonstration, ticket and phone call side-by-side coaching, reviewing resource materials
May deliver new policies and procedures as approved by leadership
Leading specialized and complex projects on an as-needed basis as directed by Executive team
Meeting with company leadership and management teams to discuss departmental project needs and other business-related matters
Collaboration with outside departments for company driven initiatives
Other duties assigned
Qualification
Required
High school diploma or equivalent
3+ years of relevant Customer support experience
2-3 years of payment processing industry related experience in, specifically Merchant Success
2+ years handling ticket inquiries, reconciliations, and handling support escalations
1 year in a role of leadership capacity
Experience in TSYS mreports, ACH services, call center interfaces, and merchant management CRM's
Proficiency with Microsoft Suite
Knowledgeable in point-of-sale systems and related peripherals
Applicable TSYS knowledge
Proficiency with Microsoft Suite and navigating client inquiries via ticketing systems to lead inquiries toward resolution
Demonstrates critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations
Ability to prepare professional drafted email communications and responses
Ability to listen to others and communicate in an effective manner
Ability to identify, analyze and deescalate difficult situations
Ability to clearly communicate technical related directions in verbal and written form
Displays active listening skills, empathy and solutions to all our client base, peers and team
Possesses strong analytical and research skills with strong attention to detail
Ability to work autonomously while producing a high output of quality work
Demonstrates a level of credibility and concern that one is perceived as responsible, reliable, and trustworthy
Ability to ensure that one's own and other's work and information are complete and accurate
Ability to carefully prepare for meetings, presentations and training delivery
Ability to suggest and communicate additional recommendations for improvement of departmental process and procedures
Ability to follow up with others to ensure that agreements and commitments have been fulfilled
Ability to support, promote, and ensure alignment with the organization's vision and values
Ability to understand how an organization must change considering internal and external trends and influences
Ability to focus personal efforts on achieving results consistent with the organization's objectives
Ability to prevent, manage, and /or resolve conflict
Benefits
Comprehensive employer sponsored health, vision, and dental insurance programs.
Paid time off, Paid Sick and Paid Holidays.
401K plan with up to a 3% matching contribution.
Commitment to Career Development and Advancement.
Employee Recognition Programs
Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!
Company
Maverick Payments
Technology-focused full-service payment processor.
201-500 employees
H1B Sponsorship
Maverick Payments 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
2025 (2)
2023 (2)
Funding
Current Stage
Growth StageLeadership Team
A
Alan Griefer
CEO
B
Ben Griefer
Chief Operating Officer
Recent News
2026-01-05
2025-12-30
2025-12-19
Company data provided by crunchbase