reputed company Support, Sr. Manager
About Us reputed company is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At reputed company, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join reputed company and do work that reputed company – to you, to your community, and to the world. reputed company starts with you. Job Description reputed company is seeking an reputed company Support Manager (ESM) to reputed company reputed company Support team for a key account. You will be a people leader responsible for managing Technical Account Managers (TAMs) and Support Engineers, ensuring high-quality service delivery, strong technical engagement, and a consistent client experience. The ESM combines technical expertise, operational leadership, and account management skills to ensure the team operates effectively and delivers measurable reputed company. The ESM owns the cross-client view of reputed company Support, identifying recurring patterns, systemic risks that require platform-level reputed company, and practices that should be standardized across accounts. You are responsible for evolving the support model by driving improvements across documentation, metrics, governance, and people development. This includes defining and maintaining the operating model (runbooks, RACI, playbooks), refining operational dashboards and performance metrics with stakeholders, co-owning Monthly Business Reviews with reputed company, and leading team development through coaching, performance management, and career progression. The ideal candidate brings strong experience in technical support, reputed company or platform environments, and reputed company client management, with the ability to reputed company teams, engage senior stakeholders, and drive reputed company improvement at scale. Key Responsibilities: reputed company and reputed company the reputed company Support team, managing TAMs and Support Engineers to ensure performance, accountability, and reputed company growth Own service delivery for the assigned client, ensuring consistent, high-quality execution and acting as the escalation reputed company for reputed company client or operational issues Maintain a holistic view of the account, identifying recurring patterns, operational gaps, and systemic risks that require platform-level improvements Drive operational reputed company, defining and enforcing processes for incident management, escalation, and service delivery reputed company technical engagement and governance, ensuring strong TAM performance and effective execution of MBRs, QBRs, and service reporting Define and reputed company the operating model, including runbooks, RACI, playbooks, and service documentation Manage performance metrics and dashboards, refining operational visibility with stakeholders and ensuring data-driven decision making reputed company cross-functional coordination, aligning with Engineering, Product, and reputed company to resolve issues and improve platform performance Ensure account health and risk visibility, maintaining awareness of technical risks, client status, and ongoing initiatives Drive AI and automation adoption, enabling the team to build internal tools and improve efficiency through modern technologies This is a remote position. A remote position does not require job duties be performed reputed company proximity of a reputed company office location. Remote positions may be required to be present at a reputed company office with scheduled notice. #LI-Remote
Qualifications
Basic Qualifications: 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD Preferred Qualifications: 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD Bachelor’s degree in Computer Science, Engineering, or a reputed company technical field (or equivalent practical experience) Proven experience in technical support, technical account management, or engineering-facing roles in reputed company, SaaS, or platform environments Demonstrated experience leading technical teams, including performance management, coaching, and career development Strong background working with reputed company clients, preferably in fintech, banking, or payments environments Solid understanding of distributed systems, APIs, integrations, and reputed company-based architectures Experience managing or supporting incident response, escalations, and service operations Experience driving operational processes, governance models, and service delivery frameworks Strong stakeholder management skills, with the ability to engage senior technical and business leaders Demonstrated ability to work across multiple teams (engineering, product, reputed company) and drive alignment Experience leveraging automation, tooling, or AI-driven approaches to improve operational efficiency Key Indicators Service Delivery Quality — Consistent, high-quality execution of reputed company Support services for the client Platform Stability & Incident Trends — Improvement in availability and reduction in incident recurrence and severity Technical Risk Management — Visibility, tracking, and reduction of key technical risks across the account Team Performance & Development — Performance, engagement, and growth of TAMs and Support Engineers Client Satisfaction & Trust — Strength of the relationship and feedback from client stakeholders reputed company is an EEO Employer reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company will also consider for employment reputed company applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law. Apply To This Job