Support Manager

Company Description Paydom is an AI-powered Payment Service Provider (PSP) that helps businesses move money faster, optimize transactions, and scale globally with confidence. The company’s proprietary payment infrastructure connects directly to leading acquiring banks, leverages intelligent payment optimization, and supports alternative payment methods to maximize approval rates. Real-time payment intelligence ensures a seamless and efficient payment experience for merchants. Paydom places strong emphasis on service, offering rapid onboarding and dedicated support that operates as an extension of each merchant’s business. This combination of advanced technology and responsive service provides the reliability and speed needed for customers to grow without limits.
Role Description The Support Manager is a part-time remote role responsible for overseeing customer support operations and ensuring a high-quality service experience for Paydom’s merchants. This role includes managing daily support workflows, monitoring ticket queues, and coordinating responses to technical and operational inquiries related to payment processing. The Support Manager will collaborate with product, engineering, and operations teams to resolve issues, improve support processes, and maintain up-to-date knowledge of Paydom’s payment infrastructure and tools. The role also involves analyzing support metrics, preparing reports, and recommending improvements to enhance responsiveness and customer satisfaction. Additionally, the Support Manager will contribute to training support team members and ensuring consistent, clear communication with merchants.
Qualifications
Experience in customer support or client services within fintech, payments, or SaaS, with the ability to manage support queues and complex merchant issues.
Strong problem-solving and analytical skills, including the ability to interpret support data, identify trends, and propose process improvements.
Excellent written and verbal communication skills, with a focus on clear, empathetic, and professional interaction with merchants and internal teams.
Proficiency in using support and collaboration tools (e.g., ticketing systems, CRM platforms, communication tools) and comfort working in a fully remote environment.
Proven ability to coordinate cross-functional work with product, engineering, and operations teams to resolve technical and operational cases.
Experience leading or mentoring support team members, including setting priorities and maintaining service standards.
Understanding of payment processing concepts (e.g., acquiring banks, APMs, transaction flows) or willingness to quickly learn these domains.
Relevant education or training in business, communications, IT, or a related field; equivalent practical experience is also valued.

Work arrangement
Yes