FreedomPay
Manager, Technical Support
- Location
- Philadelphia, PA, US
- Arrangement
- Hybrid
- Level
- Manager
- Posted
- 20 July 2026 (about 2 months ago)
Checked about a month agoApplications go to the employer, never to RoleSprint
About this role
Key Responsibilities • Lead, mentor, and develop a team of Technical Support Analysts, fostering a culture of accountability, collaboration, and customer service excellence.
• Manage day-to-day support operations, ensuring service levels and customer expectations are consistently met.
• Act as an escalation point for complex technical and customer issues, coordinating resolution efforts across teams.
• Monitor support performance, identify trends, and drive operational improvements to enhance efficiency and service quality.
• Establish, maintain, and improve support processes, procedures, and knowledge management resources.
• Partner with Product, Engineering, Operations, and Customer Success teams to address recurring issues and improve the customer experience.
• Ensure the team is prepared to support FreedomPay's highly available, 24/7 payments platform and related technologies.
• Support staffing, scheduling, workforce planning, and on-call coverage as needed.
• Provide regular reporting and updates on team performance, customer issues, and operational metrics.
• Promote a customer-first mindset while maintaining a strong focus on operational excellence and continuous improvement.
Requirements • Bachelor's degree from an accredited university.
• 5+ years of technical support, help desk, software support, or related experience.
• 2+ years of experience leading, mentoring, or managing technical support professionals.
• Experience supporting customers in a 24/7 operational environment, preferably within payments, financial technology, SaaS, hospitality, or retail technology.
• Experience supporting, configuring, or troubleshooting POS and PMS systems such as Micros, Opera, Aloha, or InfoGenesis.
• Experience with payment processing, payment gateways, financial services, or related technologies.
• Demonstrated experience managing escalations and driving resolution of complex technical issues.
• Strong investigation, diagnostic, and problem-solving skills.
• Experience developing and improving support processes, documentation, and knowledge base resources.
• Excellent written and verbal communication skills; Spanish language skills are a plus.
• Strong leadership, coaching, and team development abilities.
• Ability to thrive in a fast-paced environment and effectively manage competing priorities.
• Willingness to support and lead within a 24/7 operational model and participate in after-hours escalations when necessary.
• Some travel may be required.
Work location
- Philadelphia, PA, US
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About this listing
Published on Lever under the board identifier Freedompay, which is the name the employer’s own job board carries. RoleSprint has not verified the company’s registered or trading name, so it is shown exactly as published rather than tidied up.
RoleSprint is not the employer and not a recruiter. Applications are made on the employer’s own site and never reach us; what RoleSprint does is help you decide whether a role is worth your time and prepare for it if it is.
Published 20 July 2026, last checked about a month ago. A posting stops being advertised here 90 days after the employer published it, and one the employer takes down is marked closed rather than quietly removed.