Customer Support Manager

2 days ago

Mentor, Ohio, United States Visamiddleeast Full time
Job Description

**Customer Support Manager, Issuer Services**

We are seeking a highly skilled and experienced Customer Support Manager to lead our team of Customer Solution Analysts supporting our VCAS Issuer Service platform. As a key member of our support team, you will be responsible for ensuring that our clients receive exceptional technical service and support.

Key Responsibilities:

  • Hire, train, and grow team members and their role.
  • Assist in hiring and training Visa Global ASC team members to support VCAS Level 1 support.
  • Lead production support meetings with Visa Global Level 1 Support management teams and resellers to help enable our partners to support 3DS products and services.
  • Responsible for ensuring Customer Solution Analysts have the tools to effectively execute their roles.
  • Implement and execute customer service policies and procedures to improve customer experience.
  • Execute new service strategies set forth by the Sr. Service Managers and Directors.
  • Define and communicate customer service standards to the support team.
  • Oversee the achievement and maintenance of agreed customer service levels and standards (SLA and SLO) with both Cardinal and VCAS ASC team members.
  • Direct the daily operations of the customer service team.
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
  • Responsible for the successful execution of Centinel platform initiatives and maintenance.
  • Identify and implement strategies to improve quality of service, productivity, and customer communication.
  • Manage Cardinal's knowledge base, for internal and external customer support documentation and troubleshooting guides on Centinel services.
  • Effectively respond to escalated customer service issues and ensure proper resolution.
  • Coordinate and execute processes with other departments including Technical Account Managers and Implementation.
  • Keep management informed of critical issues, strategic opportunities, and issue status.
  • Follow all established processes and procedures.
  • Ensure relevant information is effectively disseminated among the team members.

Requirements:

  • Minimum of a Bachelor's degree in business, management, computer science, or a related discipline.
  • In lieu of a degree, a high school diploma or equivalent with four or more years of related experience and/or training, or an equivalent combination of education and experience will be considered.
  • 3+ years of experience in the payment processing services industry.
  • 4+ years of experience leading people or projects.
  • Previous experience providing exceptional customer/client support.
  • Proven analytical and decision-making abilities.
  • Experience building and escalating customer relationships at all levels.
  • Basic understanding of the online payment ecosystem and the ability to positively position CardinalCommerce.
  • Organizational and troubleshooting skills.
  • Experience diagnosing, reporting, tracking, and resolving software issues.
  • Demonstrated software development and technical skills.
  • Experience working side by side with other departments and being a team player.
  • Ability to use MS Office products.
  • Ability to work in a virtual environment (i.e., solid time management and organization skills).

Preferred Qualifications:

  • Working knowledge on the differences between an ISO, acquirer, issuer, gateways, and payment schemes.
  • Experience with Salesforce or a similar CRM.

Additional Information:

Work Hours: Varies upon the needs of the department

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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