Technical Support Manager

FreedomPay

Manage FreedomPay's Technical Support team in a high-volume, customer-focused environment. Oversee operational excellence while leading team in supporting a global payments platform.

Posted 7/23/2026full-timePhiladelphia • Pennsylvania • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing technical support teams while ensuring operational excellence in a 24/7 environment. Proficient in managing escalations, improving support processes, and enhancing customer experience within the payments and financial technology sectors.

Highest-signal resume keywords

Technical Support ManagementTeam Leadership and DevelopmentEscalation ManagementProcess ImprovementCustomer Experience Enhancement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportHelp Desk SupportSoftware SupportPOS System TroubleshootingPMS System ConfigurationPayment ProcessingPayment GatewaysOperational Metrics ReportingKnowledge Base DevelopmentProblem-Solving

Soft Skills

LeadershipCoachingCommunicationCollaborationCustomer Service Excellence

Tools & Technologies

MicrosOperaAlohaInfoGenesisFinancial Technology Platforms

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

24/7 Operational EnvironmentPaymentsFinancial ServicesSaaSHospitality TechnologyRetail Technology

About the role

Key responsibilities & impact

Lead, mentor, and develop a team of Technical Support Analysts, fostering a culture of accountability, collaboration, and customer service excellence.
Manage day-to-day support operations, ensuring service levels and customer expectations are consistently met.
Act as an escalation point for complex technical and customer issues, coordinating resolution efforts across teams.
Monitor support performance, identify trends, and drive operational improvements to enhance efficiency and service quality.
Establish, maintain, and improve support processes, procedures, and knowledge management resources.
Partner with Product, Engineering, Operations, and Customer Success teams to address recurring issues and improve the customer experience.
Ensure the team is prepared to support FreedomPay's highly available, 24/7 payments platform and related technologies.
Support staffing, scheduling, workforce planning, and on-call coverage as needed.
Provide regular reporting and updates on team performance, customer issues, and operational metrics.
Promote a customer-first mindset while maintaining a strong focus on operational excellence and continuous improvement.

Requirements

What you’ll need

Bachelor's degree from an accredited university.
5+ years of technical support, help desk, software support, or related experience.
2+ years of experience leading, mentoring, or managing technical support professionals.
Experience supporting customers in a 24/7 operational environment, preferably within payments, financial technology, SaaS, hospitality, or retail technology.
Experience supporting, configuring, or troubleshooting POS and PMS systems such as Micros, Opera, Aloha, or InfoGenesis.
Experience with payment processing, payment gateways, financial services, or related technologies.
Demonstrated experience managing escalations and driving resolution of complex technical issues.
Strong investigation, diagnostic, and problem-solving skills.
Experience developing and improving support processes, documentation, and knowledge base resources.
Excellent written and verbal communication skills; Spanish language skills are a plus.
Strong leadership, coaching, and team development abilities.
Ability to thrive in a fast-paced environment and effectively manage competing priorities.
Willingness to support and lead within a 24/7 operational model and participate in after-hours escalations when necessary.
Some travel may be required.

Benefits

Comp & perks

medical coverage
prescription coverage
dental coverage
vision coverage
Life Insurance
Retirement Plans with company match
commission sharing plan
flexible hybrid working environment
great parental and other leave programs