Senior Manager, Customer Support

ePayPolicy offers easier payment tools, built for insurance. ePayPolicy's products bring insurance payments up to speed for agencies, carriers, MGAs, and PFCs, with secure online payment pages, automated check processing, and payables reconciliation. 6,500+ insurance companies trust ePayPolicy and our expert, live support team to handle their payments every day.

We’re based in Austin, TX, and have clients in all 50 US states and Canada. Founded in 2014, we have the support and backing of Serent Capital, one of the top private equity firms in the US that invests in high-growth software and services firms and manages over $2B in committed capital. 

Job description

We are seeking an experienced and strategic Senior Manager of Customer Support to lead and elevate our customer support operations. The ideal candidate will have a strong background in customer service management, a passion for delivering exceptional customer experiences, and the ability to drive strategic initiatives that enhance service delivery. This role will oversee the customer support team, develop and implement support strategies, and ensure the highest levels of customer
 

In this role, you will:

• Lead and manage the customer support team, including hiring, training, and performance management.
• Develop and implement customer support strategies, policies, and procedures to ensure efficient and effective service delivery.
• Monitor and analyze customer support metrics to identify trends, areas for improvement, and opportunities for enhancing the customer experience.
• Collaborate with cross-functional teams, including risk, product development, sales, account management, and marketing, to address customer issues and feedback.
• Utilize a CRM and Telephony solution to track and manage customer interactions, ensuring timely and accurate resolution of inquiries and issues.
• Conduct regular team meetings and training sessions to keep the team informed and equipped with the necessary skills and knowledge.
• Handle escalated customer issues and complaints, providing resolution and ensuring customer satisfaction.
• Stay up to date with industry trends and best practices in customer support and service management.
• Drive continuous improvement initiatives to enhance customer support processes and outcomes.

What you bring:

• Minimum of 5+ years of experience in customer support or service management, with at least 3 years in a senior leadership role.
• Strong knowledge of customer support principles, practices, and technologies.
• Excellent leadership, communication, and interpersonal skills.
• Enjoy working at a fast-paced SaaS company
• Ability to think on your feet, solve problems, and articulate clear expectations
• Love and passion for creating an amazing user experience
• Proficiency in using Salesforce, Zoom, Slack, and other customer support tools.
• Ability to analyze data and metrics to drive decision-making and improvements.
• Strong problem-solving skills and the ability to handle difficult customer situations with empathy and professionalism.
• Calm approach to high pressure situations, and the ability to multi-task contending priorities.
• Ability to motivate and inspire a team
• Experience in the insurance or payments industry is a plus.

Why ePayPolicy

• Competitive salary
• Comprehensive benefits package with employer-paid basic life and disability premiums
• 401K
• Unlimited PTO
• Company-sponsored quarterly “ePayItForward” initiatives 
• Supportive and inclusive company culture with a focus on work/life balance
• Fully-stocked kitchen
• Lunch stipend when working onsite
• Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
• Huge opportunity for growth

We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager. 

ePayPolicy Hiring Practice

We value diversity at ePayPolicy. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.