{"id":816109,"url":"https://alion.io/job/invoicecloud-customer-support-manager","title":"Customer Support Manager","company":{"id":37427,"name":"InvoiceCloud","domain":"invoicecloud.net","url":"https://alion.io/company/invoicecloud","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":95,"open_postings":20,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":111,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":41000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":118},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-12T10:52:12Z","employer_posted_date":"2026-09-12","last_verified_at":"2026-10-31T08:23:18Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":48},"description":"About InvoiceCloud: \nInvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com. \nCustomer Support Manager:\nJob Summary: The Customer Support Manager will oversee and support the Biller Support Tier 1 Product Specialists team. This role involves managing daily operations, addressing service needs, handling escalations, and ensuring high-quality support for both billers and payers. The manager will also be responsible for training new team members, generating reports, and improving support processes. The working hours for this role may vary depending on the team’s needs but will be between the hours of 8AM EST - 6PM EST.\nSupervisory Responsibilities/Duties:\nManage and support the daily workflow of the Biller Support Tier 1 Product Specialists team.\nHandle Tier 1 escalations from Billers\nStrong customer support understanding and skillset (deescalation, response time, customer satisfaction)\nParticipate in interviewing, hiring, and training of new staff members.\nPerform managerial tasks such as approve time off, assist with workload reassignment and phone queue management / work schedules.\nAnalyze call center metrics to meet KPIs and improve processes.\nAssist with escalated cases by requesting necessary resources and aiding in resolution.\nServe as the point of escalation for complex tickets requiring advanced knowledge.\nWork with the Biller Support team to initiate the Incident Process.\nFind key issues and work with leadership to design resolution paths.\nConduct performance evaluations and provide regular constructive feedback.\nHelp create and send biller and payer communications (calls, emails, and ticket reviews)\nPerform other duties as assigned.\nGoals:\nFirst 30 Days:\nGain a complete understanding of the company’s SaaS solutions, payment processing, and internal systems.\nAttend training, review all provided materials, and complete quizzes.\nShadow team members to learn how to handle biller/payer calls and emails.\nFirst 60 Days:\nComplete Internal Certification Program\nStart assisting with and gaining an understanding on solving tickets and emails from billers.\nTake phone calls on the assigned schedule to gain a complete understanding of support processes.\nFirst 90 Days:\nReview and become familiar with support metrics.\nStart assisting with escalations and incident management.\nOngoing:\nGenerate weekly and monthly reports.\nEvaluate and plan for support improvement.\nManage all escalations and debrief the manager.\nAssist team members by removing barriers to case resolution.\nKeep an ongoing pulse on call queues.\nCompetencies:\nUnderstanding of SaaS technology and basic funding flows e.g. ACH and Credit Card.\nExperience with Customer Support metrics.\nCustomer-driven, results-oriented, and focused.\nOutstanding verbal, written, presentation, and interpersonal skills.\nSelf-starter with a demonstrated ability to achieve results as part of an effective team.\nExcellent time management, organizational, and planning skills.\nProficient with Microsoft Office Suite or related software.\nEducation and Experience:\nA Bachelor’s degree or a minimum of 10 years of relevant work experience.\nAt least five years of experience in customer service, preferably in the software/technology industry.\nAt least two years of related experience in a supervisory position is preferred.\nExperience with electronic payment processing, banking, ACH processing, and merchant card processing is a plus.\nInvoiceCloud is committed to providing equal employment opportunities to all employees and applicants. We do not tolerate discrimination or harassment of any kind based on race, color, religion, age, sex, nationality, disability, genetic information, veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected under applicable laws.\nThis commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training.\nIf you require a disability-related or religious accommodation during the application or recruitment process, and wish to discuss possible adjustments, please contact .\nClick here to review InvoiceCloud’s Job Applicant Privacy Policy.\nFor recruitment agencies: InvoiceCloud does not accept unsolicited resumes from agencies. Please do not forward resumes to our job aliases, employees, or any other company location. 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