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i-payout · 3 weeks ago

Customer Support Manager

Fort Lauderdale, FL

Full-time

Onsite

Senior Level

5+ years exp

i-payout is a leading global provider of payment solutions, offering innovative and seamless systems to meet the needs of businesses and individuals worldwide. The Customer Support Manager will lead the Customer Support team to deliver exceptional customer experiences while integrating emerging technologies and optimizing workflows.

FinanceFinancial ServicesPayments

Growth Opportunities

Responsibilities

Drive the transformation of customer support operations by adopting AI, chatbots, and automation tools to improve efficiency and responsiveness

Stay ahead of industry trends in call center technology, ensuring i-payout remains a leader in customer experience innovation

Balance technology adoption with personalized, empathetic service to maintain exceptional client satisfaction

Manage and mentor the Customer Support team to meet performance goals and deliver world-class service

Recruit, train, and develop team members to maintain a skilled and future-ready workforce

Conduct regular performance evaluations and provide constructive feedback

Establish KPIs that reflect both speed and quality of service, leveraging automation to reduce wait times and abandoned interactions

Implement AI-powered analytics to monitor performance and identify improvement opportunities

Strategically organize staffing schedules and integrate intelligent routing systems to optimize resource allocation

Oversee the deployment and utilization of CRM platforms, AI chatbots, and self-service tools

Monitor interactions across channels to ensure compliance with quality standards and consistency in human-AI blended support

Act as a primary escalation point for complex or high-priority customer issues, ensuring swift resolution

Identify opportunities to enhance support processes through automation and predictive analytics

Develop feedback loops and satisfaction surveys to measure the impact of technology on customer experience

Generate reports on customer support performance, AI adoption impact, and emerging trends

Communicate updates and strategic initiatives to senior management

Qualification

Customer Service LeadershipDigital TransformationContact Centre SoftwareAI ToolsCRM SystemsPayment Solutions KnowledgeProblem-SolvingOrganizational SkillsCommunication Skills