Manager, Customer Support

Billtrust is a leader in B2B accounts receivable workflow and payment software, providing AI-powered solutions to finance leaders. The Manager, Customer Support will oversee a team focused on delivering high-quality service, embracing AI and automation to enhance operations, and ensuring team members grow in their roles.

Responsibilities:

• Lead all phases of talent management — hiring, onboarding, coaching, performance reviews, and development planning — with the same rigor and intentionality you bring to customer outcomes
• Deliver direct, timely, and actionable feedback; avoid vague or delayed coaching — team members should never be surprised by a performance conversation
• Actively up-level your team: identify high-potential individuals and create a clear path forward; identify underperformers and manage them with both clarity and care
• Foster a team culture where accountability and recognition go hand in hand — people know what’s expected, and great work gets called out
• Actively adopt and champion AI tools and automation as a core part of how the team operates — not as a pilot, but as standard practice
• Identify opportunities where AI, automation, or smarter workflows can expand what your team delivers without expanding headcount — and drive those improvements
• Model an AI-first mindset for your team: stay current, experiment regularly, share what’s working, and normalize the expectation that everyone is growing in this area
• Partner with Support Automation and tooling teams to translate frontline patterns and pain points into actionable workflow improvements
• Reduce friction — in every form it takes — through thoughtful process design, better tooling, and a relentless focus on eliminating unnecessary effort for both customers and team members
• Own the daily service delivery for your team’s product lines — production requests handled on time, aligned with customer expectations, and consistently meeting SLAs
• Monitor and act on key performance metrics including CSAT, response and resolution time, quality scores, and employee productivity
• Identify knowledge and skill gaps across the team and coordinate targeted coaching and training to close them quickly
• Serve as the primary customer escalation point for your team — de-escalate with confidence, resolve with urgency, and close the loop
• Drive cross-functional engagement with partners in IT, Product, Development, and Operations to facilitate solutions and meet customer timelines
• Actively contribute to knowledge management programs — ensuring content stays accurate, complete, and genuinely useful for customers and team members alike
• Lead or contribute to continuous improvement initiatives that increase team efficiency, reduce cost, or meaningfully improve the customer experience
• Stay current on Billtrust products, new functionality, and internal process changes — your team looks to you for context, not just direction
• Engage in strategic Global Customer Experience initiatives and bring a manager-level perspective that connects ground-level observations to broader organizational goals

Requirements:

• 5+ years of relevant experience in a customer-facing SaaS technical support environment, with demonstrated people management responsibility
• Proven track record of coaching and developing support professionals — including delivering direct feedback, managing performance, and building clear growth paths
• Active, working familiarity with AI tools and automation in a support or operations context; candidates who are still forming this foundation are expected to accelerate quickly
• Experience with customer support technologies including CRM (Salesforce preferred) and case management, combined with a current perspective on where the space is heading
• Well-versed in support metrics and operational reporting — CSAT, first reply time, resolution time, quality scores — and comfortable using data to identify and close performance gaps
• Strong technical aptitude, including familiarity with cloud-based SaaS platforms, basic data concepts, and the ability to understand and communicate complex technical issues to a non-technical audience
• Demonstrated ability to build strong customer relationships and navigate high-stakes escalations with both urgency and professionalism
• Experience operating within defined SLAs, service protocols, and documented processes — and the judgment to know when escalation is the right call
• Exceptional communication skills — verbal, written, and in the room; comfortable presenting to and fielding questions from senior leadership
• A genuine team player with high standards — you hold yourself to the same expectations you hold your team
• Deep understanding of what an effortless customer experience looks like and a personal commitment to building toward it
• Bachelor's degree preferred
• Billtrust support experience is a plus