Technical Support Manager

Role & Purpose 

This role is fully remote. This is a cornerstone role for customer satisfaction with high-impact, cross-functional collaboration across Sales, Product, Engineering, Finance, and Customer Success. You value building trust and long-term relationships, enjoy consulting customers, and find satisfaction in turning uncertainty into relief. You’re motivated by creating mutual success and solving interesting technical problems, even when the answer isn’t obvious at first. 

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What You’ll Do 

· Support the Company’s technical operations by addressing customer questions and challenges in the InterPayments Support Center. 

· Assist in onboarding and offboarding merchants. 

· Monitor Support Center status queues to ensure prompt responses and appropriate use of technology to meet business goals. 

· Ensure inquiries and statuses are accurately reflected in the Support Center. 

· Run and present monthly reporting to ensure we’re meeting customer support goals. 

· Keep management informed of FAQs, trends, and response times. 

· Manage external customer communications regarding upcoming changes or issues. 

· Monitor and respond to customer inquiries; build long-term relationships with customers. 

· Become an expert in InterPayments’ products and identify areas for improvement; document processes to reduce future support issues and speed time-to-resolution. 

Team Leadership and Operations 

· Define and continuously improve SLAs, escalation paths, and on-call rotations. 

· Establish a knowledge base and standard operating procedures for repeatable excellence. 

· Partner tightly with Product and Engineering to triage, track, and close issues; feed learnings back into roadmap and implementation processes. 

· Develop KPIs and dashboards (e.g., first response time, time to resolution, CSAT) and drive operational reviews. 

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Requirements (Must-Have) 

· 2+ years of technical support experience in the payments industry, including hands-on payment gateway experience (e.g., API-based integrations, webhooks, tokenization, auth/capture/settlement, decline codes). Gateway experience is required. 

· A desire to own outcomes; self-starter who can execute with minimal supervision, prioritize, balance multiple items, and meet deadlines. 

· Client relationship management skills; able to engage in both business-level and technical conversations across customer stakeholders. 

· Strong product sense; energized by solving difficult user problems. 

· Clear, decisive written and verbal communication skills. 

· Familiarity with APIs and ability to explain API concepts to technical and non-technical audiences. 

· Comfort experimenting with new strategies and technologies (including AI) to improve impact and communication. 

· Proven ability to work cross-functionally with internal teams and external parties; responsible and accountable with strong follow-through. 

· Attention to detail, deep curiosity, calm under pressure, and strong customer empathy. 

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Who You Are  

You uncover complex problems and find professional fulfillment in solving them. You put yourself in the customer’s mindset to anticipate issues before they happen. 

· Team-oriented: you thrive in inclusive, collaborative environments and step up for your teammates. 

· Impact-driven: you take pride in being trusted to deliver results and embrace a growth mindset. 

· Structured decision maker: you investigate root causes, simplify, and consider 2nd/3rd order effects—optimistically paranoid about unknowns. 

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InterPayments’ Values 

· Customers and mission first: we align our goals with customer outcomes and our mission and keep their perspective central in decisions. 

· Always build trust: we focus on the long-term, assume good intent, act ethically, and are responsive and reliable in every interaction. 

· Do the hard(er) thing: we reject complacency, seek honest feedback, stay relentlessly curious, simplify complexity, and make data-driven decisions—even when it takes more work. 

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