Tier 2 Technical Support Supervisor

SumUp

El Paso, Texas, United States
Base salary: $57-65k annually; bonus/equity: not s...
On-site
5+ years managing high performance teams
Jira and slack workflow management
Complex merchant payment issue resolution
This role involves leading a team of 5-6 technical support representatives to deliver a seamless end-to-end customer experience for merchants

Job Summary

  • This role involves leading a team of 5-6 technical support representatives to deliver a seamless end-to-end customer experience for merchants.
  • The supervisor will partner closely with Engineering, Product, Risk, and Compliance teams to resolve complex issues and improve system reliability.
  • Candidates receive a full suite of benefits including medical, dental, vision, 401(K) match, paid parental leave, and one month of sabbatical after every 3 years.

Matching Summary

This role involves leading a team of 5-6 technical support representatives to deliver a seamless end-to-end customer experience for merchants.

Salary

Base salary: $57-65K annually; Bonus/Equity: Not specified; Benefits: Medical, dental, vision, 401(K) match, paid parental leave, sabbatical

Skills & Requirements

Must-have

  • 5+ years managing high performance teams
  • Jira and Slack workflow management
  • Complex merchant payment issue resolution
  • CSAT and SLA metric optimization
  • Incident response and communication leadership

Nice-to-have

  • Startup environment adaptability
  • Strong relationship building skills
  • Learning agility and critical thinking
  • Cross-functional collaboration with Engineering
  • Hands-on subject matter expertise

Key Requirements

  • 5 or more years of experience managing high performance teams
  • Willingness to commute to El Paso Customer Experience Center
  • Strong verbal and written communication skills

Work Rights

Not specified

Tailored Resume

Cover Letter