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Customer Support Manager

3 months ago

Orlando, United States Biller Genie Full time
Job DescriptionJob DescriptionWe are seeking an experienced Customer Support Manager to oversee our team of Tier 1 Technical Support Representatives. The ideal candidate will be responsible for managing the day-to-day operations of the support team, ensuring that all customer issues are addressed promptly, efficiently, and effectively. The Technical Support Manager will provide leadership and guidance to the team and aim to enhance the overall efficiency of the customer support function. 

This role is an on-site, in-office position based in the Orlando area near International Drive, minutes from I-4 and the Turnpike. If you are applying from out of state, please note that you may be automatically rejected due to distance if relocation is not indicated on your resume.  

About Us: Recently voted Inc Magazine 2023 Best Places to Work, Biller Genie is an award-winning B2B SaaS platform that helps businesses get paid faster. Based out of Orlando, we are growing rapidly, with clients all over the United States. Our technology is disrupting the payments and accounting industries. Visit www.billergenie.com to learn more.  
Primary Job Responsibilities:
  • Directly manage and support a team of Technical Support Representatives, ensuring efficient resolution of customer technical issues.
  • Provide technical guidance within the team, maintaining hands-on involvement in case and phone management when needed.
  • Analyze team performance metrics to ensure customer service excellence and identify areas for improvement.
  • Maintain clear communication with the team and upper management, focusing on technical issues and support outcomes. 
Qualifications: 
  • 2+ years of hands-on technical support experience. SaaS, Call Center, or Fintech experience a plus, but not required.
  • Familiarity with help desk software, CRM systems (Salesforce), and QuickBooks.
  • Excellent problem-solving, communication, and interpersonal skills.
  • Capacity to perform in high-pressure situations, coupled with strong organizational skills.
   Benefits:
  • Comprehensive Medical, Dental, and Vision plans 
  • 401k with up to 4% company match
  • Flexible Unlimited Paid Time Off (PTO) policy 
Our Mission: 
To provide an automated A/R platform that seamlessly integrates existing business processes for the SMB market. 

Our Core Values:
Get Shit Done Right - We work hard and ensure tasks are completed correctly and on time, every time. 
Own it - We are subject matter experts who know what we know, and we are confident enough to speak up when we see something wrong. 
Catch Up - We are high performers and love a fast-paced environment. 
Believe in the Genie - We are passionate about where we are going as a team and we show we care. 
Class Shines - We are articulate professionals who carry ourselves well and speak with purpose.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. 

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