The PaySimple Customer Care team is looking for an experienced manager to join our 14 person (and growing) team. If you thrive leading a team of service professionals in an incredibly high-volume, fast-paced environment, this role is for you. 

You:
You are customer service oriented through-and-through, driven by your love of helping your customers and team succeed. You move fast while also being detail and solution-oriented, always trying to figure out a better way to accomplish a task. You are passionate about leading a team of 'A players' who provide industry-leading service, and you won't settle for anything less. 

Us:
The PaySimple Customer Care team is a key part of the PaySimple ecosystem, where we take service seriously and are very proud of our three-time Stevie Award winning team. We are passionate about providing the best experience for our 17,000+ customers, from the day they become a customer through the life of their account. We work hard Monday-Friday, staffing our busy phone, chat, web, and email support lines from 7am-5pm. While our frontline staff rarely takes work home with them, our management team is responsible for ensuring that the organization is running effectively 24/7 and are available for the rare after-hours emergencies. 

Where:
PaySimple is located in Denver's LoDo district. Our collaborative, open-plan office space is filled with high-energy, talented people who are passionate about what we do and enjoy taking care of our customers and our team members. 

Desired Skills and Experience

Must haves:

• Experience managing front-line support professionals, providing in the moment coaching, training and feedback.
• Has run the day to day operations of a customer service team that provides support via phone, chat, email, and online tickets.
• Service experience in a fast-paced, SaaS environment
• Adaptable and able to respond to issues in a quick, organized, efficient and calm manner
• Big picture thinker who enjoys geeking out on data and metrics
• Excellent written and verbal communication skills
• Encourages, provides, and accepts personal feedback

Nice to haves:

• Background providing front-line support in a fast-paced environment, specifically troubleshooting technical issues in a SaaS setting
• Background in transaction processing or payment systems
• Experience managing support tools such as Salesforce and TalkDesk.
• Experience creating and facilitating training for new and existing team members
• Project management experience and/or skills
• Excellence in Microsoft Office Suite, specifically advanced Excel skills, you're the person who shows other people shortcuts and tricks

Responsibilities:

• Managing the day-to-day operations of our Customer Care team
• Minute-by-minute monitoring of key metrics such as speed of answer, cases per rep, number of open cases, and customer survey responses
• Listening to recorded calls and reading chat support transcripts to providing coaching and feedback
• Mentoring, training, and coaching new and existing team members
• Owning escalated customer situations through to resolution
• Ownership of support suite tools such as TalkDesk (phone system) and Salesforce 
• Managing processing partner contacts so that our partners remain accountable for the customer experience of our mutual customers
• Managing ad hoc projects
• Managing system, processor, and/or after-hour outages with guidance from other leaders

Benefits and Perks:

• Competitive salary
• Robust medical benefits & 401k
• Public Transportation reimbursement
• Gym stipend
• Start with 17 days of PTO and your birthday off
• Snacks, lunches, and happy hours
• Continued investment in your professional development

The PaySimple Solution is a cloud-based receivables management software that enables small businesses to bill, collect, and manage their customers' payments under one user-friendly system. PaySimple's headquarters is located in the heart of LoDo (Denver). We are building an extraordinary company and looking for talented, energetic, and motivated individuals to join our unique environment.

If you are looking for a company that is truly different from beige cubicles and typical office politics, come join a company that rewards authenticity and supports energy with a passion. 

Visit our website at www.paysimple.com and click on About Us and Jobs. Read about our vision, our energy, and the PaySimple PATHS to extraordinary returns. If this truly speaks to you, click Apply Now and send us your resume and cover letter. We look forward to hearing from you!