Job Description

Job Description

Job Description

PayIt is a fast-growing GovTech company on a mission to modernize how residents interact and transact with government, improving the customer experience and helping our client agencies more efficiently and effectively achieve their missions. Our easy-to-implement platform consolidates government services and payments into one connected experience and enables our clients to drive resident trust, collect revenue quickly, and redeploy their staff to more important challenges. This innovative approach to government service delivery has garnered significant recognition in both the public and private sectors, including our inclusion in the GovTech 100 every year since 2017. PayIt solutions cover services including hunting and fishing licensing, DMV, courts, property tax, utilities, tolling, and more.

Our culture welcomes people who exhibit what we call "PayIt DNA": High integrity, drive, grit, high aptitude, and team orientation. We are collaborative and passionate about the work we do to improve the lives of our government clients and the end users they serve. We have ambitious scaling goals, and we look for team members who are ready to roll up their sleeves, solve problems, and find new opportunities to win with our clients. And we have a lot of fun together.

PayIt Customer Support is the face of PayIt for our end-user customers. We are dedicated to creating a support experience that sets new industry standards, just like PayIt's products do. This team is key to enabling the success of customers and also serves a critical role in providing continual feedback to our Product Development and Client Management teams to improve our products and client relationships.

The Senior Manager of Support Operations at PayIt is accountable for completion, quality, satisfaction, and operating leverage generated by high quality self service resources. This hands-on leadership role involves direct oversight of our ticketing systems, BPO agents, and distributed in-house team. They will build and lead a team of smart, gritty, and determined individuals who are motivated to help every user find a way to complete their work online.

This individual will prioritize scaling and efficiency by developing and executing strategies that minimize the need for customers to contact support. They will recognize the importance of expanding services in a way that continually improves the customer experience without increasing proportionally with the volume of support requests. They will be responsible for:

• Lead a multi-tiered customer support team in a fast-paced, rapidly changing environment to deliver best-in-class service to customers across North America, ensuring 24/7 availability
• Provide hands-on leadership in daily customer support operations and oversight of critical support functions
• Build and iterate on QA practices to monitor team effectiveness and actively promote a culture of quality
• Manage complex customer issues and escalations, coordinating appropriate technical personnel, and driving communications until resolution, including handling platform-wide incidents that may occur after hours
• Set high performance expectations and drive the support team to meet ambitious service goals, while leading efforts to scale the team appropriately as PayIt operations expand
• Establish strong working relationships with cross-functional leadership to identify opportunities to improve customer experience and drive business results
• Aggregate data and qualitative inputs, and provide regular analytical insights that represent the voice of customers using PayIt products to make improvements to alleviate volume
• Advocate for product enhancements to make customer support delivery easier and more efficient
• Champion automation solutions that reduce manual tasks and empower the team to focus on high-value activities
• Optimize PayIt ticketing and phone systems and processes to streamline inquiry handling, enable efficient issue resolution, and enhance satisfaction
• Regularly assess our support services and offerings, making strategic recommendations for enhancements to keep pace with customer needs and business demands
• Ensure all customer KPIs and SLAs are clearly documented, understood, communicated, and implemented across the business
• Apply principles, systems, tools, and analytical insights to sustainably improve KPIs and continuously drive operational efficiencies
• Monitor key support metrics and produce detailed reports to inform strategic decision-making and improve overall quality

• 8+ years of relevant SaaS customer support experience, including email, chat and phone support across multiple product lines, preferably in a high-volume B2B2C environment
• 3+ years of hands-on management experience including building and leading teams
• Proven ability to lead support operations and drive customer satisfaction in a global, 24x7 environment
• Demonstrated ability to establish and maintain effective omni-channel queue management execution to meet customer expectations and SLA obligations
• Track record of leading teams that regularly exceeded ambitious goals
• Experience working with BPOs
• Exceptional interpersonal verbal and written communication skills for a wide range of audiences with the ability to present complex technical issues clearly and concisely to a general audience
• Thrives in a faced-paced environment with constant change and is able to make measured, objective, data-driven decisions
• High degree of technical proficiency with online tools and systems including Zendesk, Jira, Tableau, Excel, and other similar tools
• Data driven with demonstrated ability to independently create and manipulate data sets to identify strategy and actionable recommendations
• Exceptional time management and organizational skills with excellent attention-to-detail
• Experience leading and working effectively with cross-functional groups to design processes and implement strategic projects that solve business problems
• Bachelor's degree in business administration, communications, or other related field

Annual Salary Range:

$100,000—$120,000 USD

Why Work For Us:

• Our mission matters. Your work will make life better for our government agency clients and the millions of residents they serve.
• You'll do some of the best work of your career here. We tackle complex challenges that are interesting to solve, and you'll grow a ton working at PayIt
• People are our most important resource. Everyone has a voice. Collaboration is our default setting. And we have fun together.
• We #payitforward with our corporate volunteer program, serving the communities where we work and live.
• Competitive salaries, excellent benefits, flexible working arrangements, and all the resources you will need to do your best work.

What We Care About:

We hire high aptitude, high integrity people who are great communicators and want to be part of a growing team.

Commitment to Equal Opportunity

PayIt is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.

PayIt is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to the People Operations Team and let us know the nature of your request and your contact information.

NOTE: U.S. Citizens and all those authorized to work for any employer in the U.S. are encouraged to apply. We are unable to provide sponsorship in the United States at this time. PayIt participates in E-Verify. To learn more, click here . Canadian Citizens and those authorized to work in Canada without sponsorship are also encouraged to apply.

To all recruitment agencies: PayIt does not accept agency resumes. Please do not forward resumes to our careers' alias, PayIt employees or any other company location. PayIt is not responsible for any fees related to unsolicited resumes.

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Within the parameters of this position, ensure the confidentiality, integrity, and availability, and exercise due care of, company, client, and citizen data that is stored, processed, and transmitted by and for PayIt, as outlined in PayIt's Business Code of Conduct and Information Security Policies.

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