Payments Support Supervisor

About Procare

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children.  We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds. 

A little about the role…

Under the direction of the Director of Customer Support, the Supervisor of Payment Processing Support will provide leadership and guidance to the Payment Processing Support team. This position is responsible for overseeing day-to-day operations, coaching staff, and ensuring exceptional service levels are maintained across all customer interactions related to payment processing. The ideal candidate will have strong leadership skills, experience in payment processing systems and risk management, and the ability to drive process improvements aligned with regulatory requirements and business goals.

What You Will Do…

• Lead the daily operations of the Payment Processing Support team to ensure customer inquiries and issues are resolved efficiently and accurately
• Monitor and coach support staff to maintain KPIs (e.g., response time, resolution time, satisfaction scores) with a strong focus on payment-related SLAs
• Serve as the subject matter expert (SME) for payment platforms, including Tuition Express and Hosted Payments, ensuring team members are trained and up to date on best practices and product updates
• Partner cross-functionally with Risk & Compliance, Underwriting, Product, and Technical Services teams to triage escalations and resolve complex customer payment issues
• Facilitate appropriate documentation and audit tracking of escalated issues, chargebacks, failed payments, ACH returns, and processing outages
• Support compliance with financial regulations, including PCI standards and NACHA guidelines
• Actively participate in root cause analysis of recurring issues and recommend system or process improvements to prevent recurrence
• Coordinate team resources around high-volume periods, deployments, or outages to ensure appropriate coverage and customer impact mitigation
• Lead or participate in cross-departmental initiatives including new payment product launches, feature enhancements, or support content creation
• Evaluate team performance and provide structured coaching, mentoring, and feedback in alignment with company goals
• Conduct performance reviews, approve timecards/leave requests, and escalate performance issues to management as needed
• Interview, onboard, and train new Payment Processing Support team members
• Lead team huddles, weekly stand-ups, or other meetings to align on support priorities, regulatory updates, and customer trends
• Ensure proper messaging during system incidents and downtime, equipping the team with accurate, timely information

Our Ideal Candidate Will Have…

• Demonstrated experience in payment processing support or fintech customer operations
• Familiarity with ACH, credit card transactions, reconciliation processes, and payment failure/error handling
• Ability to coach and develop teams in a fast-paced, compliance-driven environment
• Strong communication skills—written, verbal, and interpersonal
• Proven ability to manage escalated customer situations with professionalism and composure
• Experience navigating tools and platforms such as payment gateways, CRM systems, and ticketing software
• Comfortable collaborating with cross-functional stakeholders and technical teams
• Analytical thinker with problem-solving and process improvement experience
• Demonstrates emotional intelligence, empathy, and the ability to balance customer needs with business goals
• Bachelor’s degree or equivalent work experience required
• 5+ years' of experience in customer support, with 4+ years' in payment processing or fintech environments
• Prior supervisory or team leadership experience required
• Certifications or coursework in payments, risk, or compliance are a plus

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• Paid Parental Leave
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within- excellent career paths

Salary

$70,000-$85,000/year DOE

Location

This position is based in our Denver, CO office. We are currently in a flexible hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver, CO office a few days a week.