Technical Support Manager

Responsibilities:

• Demonstrate and be a model for Braintree’s Values of Ask Why, Care A Lot, and Solve Together
• Utilize data to make decisions and enhance merchant experience and team performance
• Be a stakeholder for product development and regularly champion Supportreep and merchant feature requests
• Proactively find opportunities to research and advocate for ways to make our processes better
• Know which questions to ask to make improvements not only within Support, but within the Braintree organization
• Motivate, lead, and coach a diverse team of Support Specialists, aka Supportreeps
• Take a balanced approach to coaching, feedback, and development practices to help teammates improve their performance
• Monitor agent performance and conduct one on one meetings and performance reviews
• Create an environment where teammates feel valued and enjoy their jobs
• Challenge Supportreeps to grow their skill set to help them pursue future career opportunities at Braintree
• Solve Together:
• Be proactive in contributing resources to Supportreeps by providing hands-on support during high volume periods, by serving as an escalation point, and by collaborating to get through the toughest of issues
• Handle staffing responsibilities by creating and maintaining a daily schedule that balances the needs of the business and our teammates
• Assist in recruiting and development of support team as a whole
• Help synthesize and deliver communication between morning, day and night shift

Requirements:

• Be someone who believes in Braintree’s Values of Ask Why, Care, A Lot, and Solve Together
• Experience leading highly collaborative customer service or account management teams working directly with customers or clients to solve together
• Have an interest and the desire to research, offer up, and implement new approaches on improving team and merchant experiences
• Be a self-starter, self-learner, and possess incredible resourcefulness
• Be comfortable dealing with ambiguity and possess the intellectual horsepower to make decisions on the fly
• Love and understanding of emerging technologies
• Be comfortable with consistent change - agility is key!
• Would rather swim in solutions than problems
• Possess infinite patience and a desire to turn angry customers into happy ones
• Ability to work autonomously with a high level of responsibility
• Be a great writer with a keen eye for the nuances of the English language
• Flexibility with work hours including some weekends and holidays