We are looking for an experienced Customer Support Manager to lead a dynamic team in delivering exceptional support services for payment products. This role is based in American Fork, Utah, and focuses on ensuring efficient ticket resolution, fostering team development, and enhancing customer satisfaction. The ideal candidate will combine strong leadership skills with a passion for process improvement and a commitment to operational excellence.

• Manage daily operations of the Customer Support team, ensuring timely and accurate resolution of support tickets.
• Develop and refine workflows, policies, and strategies to optimize ticket resolution and improve customer satisfaction.
• Serve as the primary escalation point for complex or high-priority customer issues, facilitating prompt and effective solutions.
• Monitor team performance using KPIs and metrics, ensuring adherence to company standards and achieving operational targets.
• Collaborate with internal departments to address recurring issues and recommend enhancements to products and services.
• Provide coaching and mentorship to team members, fostering growth and technical skill development.
• Design and deliver comprehensive training programs for new hires and ongoing education for the support team.
• Conduct regular performance evaluations, establish clear goals, and provide constructive feedback to drive improvement.
• Lead team meetings to communicate updates, share best practices, and align on strategic objectives.
• Evaluate and implement tools and technologies to enhance team efficiency and streamline support processes.
• Minimum of 3 years’ experience managing a customer support team, ideally in a ticket-driven environment.
• Proficiency in using ticket management systems and a solid understanding of best practices for technical support.
• Strong organizational abilities paired with excellent verbal and written communication skills.
• Proven ability to analyze data and metrics to implement strategies for performance improvement.
• Experience handling escalations and resolving complex customer issues effectively.
• Adaptability to fast-paced, dynamic environments and a proactive approach to process optimization.
• Intermediate proficiency in Microsoft Office Suite applications.
• Familiarity with Salesforce, Zendesk, Jira, or similar support ticketing systems.
  Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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  All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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