Manager of Customer Service and Technical Support

Manager, Customer Service And Technical Support

We are seeking a seasoned Manager of Customer Service and Technical Support to lead our frontline support organizationincluding customer service, integration support, and technical troubleshootingwithin a fast-growing payment processing environment. This leader will oversee call center operations, guide technical support specialists, and partner cross-functionally to drive exceptional merchant and partner experiences. The ideal candidate will combine strategic vision with operational expertise, leveraging technology and data to transform the support experience.

We are looking for a Manager, Customer Service and Technical Support who will :

• 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 13) 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 processorsautomation, 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 rigor1 : 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.

Is this opportunity right for you? We are looking for candidates who have :

CSGer Perks & Benefits

Position Pay Range : $95,077.22-$152,123.54. This role is eligible for a bonus opportunity.

Location(s) : United States Remote

Accommodation : If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and / or testing processes.

Our Guiding Principles

Impact : Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen.

Integrity : Do what's right for our customers and our people while being authentic. We treat everyone with trust and respectthat's just who we are.

Inspiration : Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are.