Manager, Customer Care

Versapay is a company that transforms accounts receivable into a competitive advantage by automating processes to enhance cash flow and business growth. As a Customer Care Manager, you will lead a team focused on delivering high-quality customer support, ensuring operational excellence, and collaborating across departments to resolve customer issues effectively.

Responsibilities:

• Coach, mentor, and develop frontline support managers and agents
• Set clear expectations around performance, quality, and customer experience
• Foster a culture of accountability, collaboration, and continuous improvement
• Serve as an escalation point for complex or high-impact customer issues, focusing on coordination and resolution across teams & departments
• Ensure consistent, empathetic, and effective communication with customers across all channels
• Advocate for customers internally by identifying trends and systemic issues
• Establish and refine support processes to improve efficiency, quality, and scalability
• Implement daily, weekly, and monthly performance tracking and standardized reporting
• Use data and insights to identify gaps, prioritize improvements, and measure success
• Collaborate with Product, Engineering, Customer Success, Finance, and external partners to resolve issues and improve the end-to-end customer journey
• Act as a liaison for customer feedback, helping inform product and process improvements
• Ensure customer issues and resolutions are documented in internal systems
• Take ownership of internal and customer-facing knowledge content to increase consistency and self-service adoption

Requirements:

• 3+ years' experience managing and developing customer support or service teams, including remote and offshore resources
• Bachelor's Degree required, bonus if you have a Master's in Business, Data Analytics, or Customer Experience
• A strong understanding of customer support operations, workflows, and best practices
• Experience with Accounts Receivable–related or financial services environments (e.g., payments, billing, or SaaS support)
• Solid understanding of support metrics and KPIs (CSAT, SLA, productivity, quality, etc.) and how to use them to drive performance and engagement
• Experience owning or partnering on internal support tools and platforms (e.g., Salesforce Service Cloud, Intercom, FinAI, reporting dashboards), including repetitive process automation
• Comfort working cross-functionally to resolve customer issues and improve internal processes
• Capable of creating quality training curricula for internal team members, other departments, and customers