Merchant POS Technical Support Manager

Merchant POS Technical Support Manager

North- Remote, US

Job Summary:

The primary role of the Technical Support Manager is to inspire, motivate, develop and lead the Technical Support Team. The Technical Support Manager provides coaching and guidance to assist staff members continually improve as individuals and as a team. Address customer complaints, usage problems, and questions in a timely manner, also develop and implement policy and procedural changes to management to improve the Technical Support team’s performance.

The ideal candidate for this role is an experienced call center leader with excellent customer service skills, a technical aptitude and the ability to coordinate / assign staff members to particular duties as it correlates to their respective skill set. Stand out as a self-starter who is flexible and able to work well with everyone. Due to the heavy reliance on various methods of communication, such as e-mail, telephony, or in-person interactions with customers, personnel, and management, the ideal candidate must possess outstanding written and verbal communication skills. 

What you'll be doing:

• Create a motivational culture where employees are empowered to provide an extraordinary experience to our merchants, sales partners and peers
• Enforce quality assurance standards that exceed our customer’s expectations
• Effectively communicate organization's vision to their teams, leadership and internal business partners
• Prioritize initiatives for the team in support of the organization's goals while creating a positive, productive culture
• Ability to interact with all levels of employees and external customers
• Understand the business and drive accountability for results through policies, procedures and efficiency initiatives
• Effectively communicate the organization's strategies into goals and plans and communicate them to their teams
• Develop and coach staff to ensure continued growth and constant improvement

What we need from you:

• High School Diploma or equivalent required; some college preferred
• 1pm - 10pm shift, some weekends required 
• 2+ years call center technical support for Merchant payments
• 2+ years technical support leadership experience
• Must adapt quickly to change and handle stress effectively
• Ability to work effectively with all levels of management, executives, customers and employees
• Excellent PC skills; advanced MS Office, specifically MS Word and Excel
• Exceptional communications skills, both oral and written

Salary Range: $55,000-$70,000

Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

What we offer: 

We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:

• Medical, Dental, & Vision Coverage

• Flexible Paid Time Off

• 401(k) + Match

• Mental Health Support & Well-Being Program

• Paid Maternity & Paternity Leave

• Education Assistance

• Company-funded Lifestyle Spending Account

Please note: North is a US based company and this role is not eligible for current or future sponsorship.

Let’s go North, together. 

Join our mission to build the largest suite of credit card processing and merchant services. It’s one simple payment platform backed by the most diverse payment companies. From credit card processing to back-office management, North points the way to smarter, faster, and just plain better payment solutions.

Who we are: 

North, and our family of companies, are committed to helping entrepreneurs grow their businesses. As an end-to-end payment solutions company, we provide everything business owners need to get paid, whether they serve customers in a physical storefront, online, or both. We pride ourselves on being large enough to offer customized solutions to our enterprise-level clients while remaining agile enough to take an award-winning, hands-on approach to personal service that our merchants won’t find anywhere else.

Let’s go North, together! Our most important resource is our people. Join our diverse team of innovators and do-ers and make your mark on the future of payments technology. We're proud to offer benefits that help our team members further their overall well-being through unique initiatives that are both personally and professionally fulfilling. 

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.

To learn more about North, and our family of companies, visit our website: north.com