Manager Client Technical Support I

About the role

The Manager Client Technical Support I leads a team of technical support specialists to ensure seamless client service in a fast‑paced, innovation‑driven environment. The role combines people management, technical expertise, and stakeholder engagement to drive operational excellence.

Key responsibilities

• Supervise, mentor and develop a team of technical support specialists, set performance goals and monitor progress.
• Oversee resolution of technical issues, integrations and transaction processing while managing support queues and SLAs.
• Provide advanced guidance on payment gateways, fraud prevention tools and system integrations, collaborating with engineering and product teams.
• Build strong client relationships, act as primary contact for critical accounts and conduct regular check‑ins.
• Identify support trends, improve processes and documentation, and report performance metrics to senior management.

Required profile

• Bachelor’s degree in Computer Science, IT or related field.
• 5+ years of technical support experience, including at least 2 years in a leadership role.
• In‑depth knowledge of payment systems, gateways, POS and fraud prevention technologies.

Required skills

• Payment gateways
• Fraud prevention tools
• System integrations
• POS systems
• Six Sigma methodology
• ITIL framework