Storable · 8 hours ago
Software Support Manager
United States
Full-time
Remote
Senior Level
$76K/yr - $110K/yr
5+ years expStorable is a technology company redefining property management for specialty real estate. They are seeking a Software Support Manager to lead a payments team focused on delivering exceptional client experiences and ensuring operational efficiency.
Facility ManagementInformation TechnologyInternetSelf-StorageSoftware
No H1B
Responsibilities
Manage the end-to-end payment processing support experience for our self-storage clients, but eventually spanning other verticals
Develop and implement a strategic roadmap for support operations focused on efficiency, scalability, and service excellence
Define and track key performance indicators (KPIs) and ensure team goals align with broader organizational objectives
Hire, onboard, coach, and manage a team of Software Support Specialists
Cultivate a positive, performance-driven team culture with strong engagement and accountability
Identify and address training needs to continuously upskill the team and improve service delivery
Develop and refine support workflows, ensuring cost-effective operations at scale
Manage and improve performance using qualitative and quantitative metrics, including CSAT, ticket resolution time, and time to first response
Partner with Client Success, Product, and Engineering to provide insights that improve client experience
Partner with our external Payment Providers to identify issues, track features, drive the client experience
Coordinate with internal stakeholders to ensure seamless implementation of new features and product updates
Support customer retention efforts by working closely with churn prevention teams and implementing strategic support initiatives
Analyze client feedback and ticket trends to identify pain points and opportunities for improvement
Deliver actionable, data-driven insights to internal teams to help guide product and service enhancements
Oversee the development and maintenance of internal support documentation and knowledge bases to ensure consistency and efficiency
Qualification
Required
5+ years of experience in Client Services or Technical Support, with at least 2+ years in the Payment Processing industry
3+ years of people management experience with a demonstrated ability to lead and scale teams
Proven ability to build, implement, and optimize scalable support processes
Strong analytical and problem-solving skills; able to use data to drive decision-making
Excellent written and verbal communication skills
In-depth knowledge of Salesforce or similar CRM tools
Bachelor's degree or higher
Authorization to work in the U.S
Ability to travel up to 10% of the time
Preferred
Experience working in a PayFac environment
Successful track record of migrating merchants from one payment platform to another
Background in call center management
Proficiency with Google Suite, JIRA, and task management software (e.g. Asana)
Prior experience with internal knowledge management systems
Strong familiarity with client onboarding and training workflows
Benefits
Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
401(k) match after 60 days, 100% vested after 1 year.
Employer contribution to your HSA, plus an HRA to help offset your deductible.
Instant access to flexible vacation. We trust you, so we have a 'take what you need' vacation policy.
Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
8 hours of Rest, Relax, Recharge time to care for your mental health.
Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops.
Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
'Paw'ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
$50 monthly home data stipend, plus a home office sign-on bonus of $250.
Fertility care support options to help in your journey towards parenthood.
Access to financial experts to help you make informed decisions and achieve your financial goals.
Direct Student Loan Payment Program, some qualifications and eligibility rules apply.
Company
Storable
Storable is a provider of self-storage management software used to help storage operators increase efficiency and improve profitability.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$10MKey Investors
Insight Partners
2020-12-16Acquired
2014-02-24Series Unknown· $10M
Leadership Team
Chuck Gordon
CEO
Mario Feghali
Chief Innovation Officer
Recent News
2025-11-21
Company data provided by crunchbase