Technical Customer Support Manager at equipifi

Scottsdale, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Sep, 26

Salary

0.0

Posted On

08 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support Management, Support Operations, B2B SaaS, Fintech, AI-powered Support Tooling, API Troubleshooting, SaaS Integrations, Knowledge Base Development, SLA Management, Zendesk, JIRA Service Management, Freshdesk, Salesforce Service Cloud, HubSpot, B2B2C Support, Technical Communication

Industry

Financial Services

Description

WHO WE ARE Founded in Scottsdale, Arizona, equipifi is a fast growing, early-stage SaaS fintech building the credit infrastructure for modern banking. We make Buy Now, Pay Later a native banking product by powering financial institutions with flexible financing solutions embedded within their digital banking experience. Learn more at equipifi.com [http://www.equipifi.com/]. Our team is built on experience, talent, and - most importantly, attitude. We thrive in a fast-paced environment and value infinite curiosity, a people-first mindset, and a shared commitment to learning, growth, and pride in the work we do. At equipifi, we practice radical transparency, encouraging team members to move quickly, share ideas openly, and collaborate with peers who will respectfully challenge one another as we learn, build, and grow together. Success in this role comes from the ability to adapt fast, question the status quo, explore new ideas, and ask thoughtful (sometimes uncomfortable) questions - all while maintaining momentum in service of better customer outcomes. The work we do takes a village - and in an environment that moves fast, we embrace the adventure together. WHERE YOU’LL MAKE AN IMPACT As equipifi's first Technical Support Manager, you'll build (and execute) the entire support operating model from scratch. Once the foundation is set, you'll own the Tier 2 support queue directly - fielding technical questions from our FI (financial institutions) partners, diagnosing + troubleshooting bugs, routing problems to the right internal team, and making sure anything escalated to engineering travels with clean, reproducible context that actually gets issues resolved. OUTCOMES YOU’LL OWN Build the Foundation Before you can fix anything, you need to understand everything. You'll go deep on the product - admin portal, customer portal, lending workflows, core integrations, and FI configurations - shadowing Implementation PMs on live calls and auditing the current state of support to map where tickets live, who's handling them, and what's quietly falling through the cracks. From there, you'll evaluate the tooling landscape, define the support workflow, and take ownership of the queue - giving Implementation PMs and AMs their time back. Ship Something Real This isn't a "strategy first, execution later" kind of role. Within your first few months, you'll launch a v1 knowledge base, establish SLAs, escalation paths, and quality standards, define the tiered handoff with engineering, and create the runbooks and resolution playbooks that keep things moving fast and clean. By the time you've found your footing, you'll have already built things people are actively using. Scale seamlessly The goal isn't just to handle more tickets, it's to need fewer of them. You'll partner with Product to evolve the Customer Portal into a true self-service hub, surfacing documents, reports, configuration options, and real-time status so FIs can help themselves before they ever open a ticket. You'll deploy AI-assisted tooling to deflect what's left, and track deflection rates to make sure the content actually stays useful over time. Measure, Report, Scale Good support runs on data. You'll deploy the first AI-assisted support tooling, establish baseline KPIs, and stand up a monthly support insights report that gives ops, product, and CS a clear picture of where friction lives. You'll also put together a hiring plan for the first support analyst, grounded in real ticket volume data. WHAT YOU BRING TO EQUIPIFI * 5+ years in technical support, support operations, or support management in B2B SaaS - operating in fintech, payments, digital banking, or core integrations, where you've learned how to speak our nuanced lingo. * You've built a support function before - stood up the ticketing system, written the SLAs, made the first hire, and scaled it. You know what it feels like to be the whole department before the department exists * Hands-on experience evaluating and deploying AI-powered support tooling: chatbots, intelligent ticket routing, auto-suggested resolutions, and knowledge base automation * Has seen B2B2C support dynamics up close - you know how to serve a business customer (the FI) whose end users (consumers) are the ones generating the upstream noise * Enough technical depth to troubleshoot SaaS integrations, API behavior, and configuration issues - you don't need to write the code, but you can read a log, follow a data flow, and ask engineering exactly the right question * Fluency with support platforms (Zendesk, JIRA Service Management, Freshdesk, Salesforce Service Cloud, or similar) and CRM systems - HubSpot experience is a plus * A builder's mindset: ambiguity energizes you, process gaps are just puzzles waiting to be solved, and "we've always done it this way" is your least favorite sentence * Exceptional written communication - you can break down a gnarly technical issue into something a non-technical credit union employee reads, understands, and actually appreciates YOUR FUTURE TEAM You'll report to the Sr. Integrations Manager - with a dotted line to our COO, as the Technical Success Group takes shape - and work cross-functionally with Implementations, Account Management, Operations Engineering, Product, and Engineering. EQUIPIFI BENEFITS * Competitive compensation includes stock options offered to all employees * Unlimited Paid Time Off, plus paid holidays, and parental leave * Flexible hybrid office/work from home philosophy. * 401(k) program available with 50% match up to 5% * Comprehensive medical, dental and vision insurance coverage with 100% of employee premiums paid for by equipifi and 50% for dependents’ premiums * Long-term and Short-term disability, as well as term life insurance coverage with 100% of premiums paid for by equipifi ALMOST READY TO APPLY? We know that great candidates don’t always check every box on paper. If this role gets you excited and you feel you’d bring insight, creativity, and passion to what we are building, we strongly encourage you to apply. Our qualifications are meant to set everyone up for success, but let’s face it - startups aren’t in the business of mundane box checking. We’re committed to building a team with diverse backgrounds, experiences, and ways of thinking, because that’s how we tackle big challenges and grow together. If you’re ready to push boundaries and contribute your unique perspective, we’d love to hear from you. equipifi is not currently offering visa sponsorships for any position. equipifi is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status, partnership status, familial status, national origin/ancestry, alienage or citizenship status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, unemployment status, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, sexual or reproductive health decisions, or any other status protected by federal, state, or local law (“Protected Characteristics”).

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Responsibilities

Build and execute the entire technical support operating model from scratch, including the creation of a knowledge base, SLAs, and escalation paths. Own the Tier 2 support queue, diagnosing technical bugs and partnering with Product to develop self-service hubs and AI-assisted tooling.