Supervisor, Customer Support (Payments)
Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.
Procare Solutions is the #1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.
We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.
A little about the role…
The Supervisor of Payment Processing Support is responsible for managing and overseeing the daily workflow of the Payment Processing support team. This position will provide leadership and support to the customer facing teams while we provide the best customer service among all our products. The Supervisor of Payment Processing Support will guide staff to create the best experience possible for the customers while aligning with Procare’s mission and values.
What you will do
- Achieve department objectives by overseeing and evaluating departmental activities.
- Set and accomplish strategic goals based on business, financial, service, and operations information.
Team Leadership and Development:
- Recruit, select, orient, and train staff to maintain a high-performing team.
- Coach, counsel, and discipline employees to ensure adherence to job expectations.
- Foster a culture of continuous learning through mentorship programs and training opportunities.
- Develop, coordinate, and enforce systems to optimize processes.
- Forecast requirements, prepare budgets, and analyze variances for financial objectives.
- Monitor and ensure quality service standards, addressing and resolving issues promptly.
Collaboration and Customer Focus:
- Collaborate with internal leadership to align departmental policies with company objectives.
- Work with cross-functional teams to assess customer health and address at risk customers.
- Oversee customer issues, ensuring effective and long-term problem resolution.
Performance Metrics and Reporting:
- Design, report, and refine individual and departmental performance metrics.
- Direct the improvement team in creating and monitoring key process improvement measurements.
Training and Development:
- Implement and maintain an efficient training program, including written documentation of competencies.
- Develop team goals, action plans, and timetables to ensure continuous improvement.
Continuous Improvement and Customer Satisfaction:
- Monitor programs and procedures to ensure on-time delivery and customer satisfaction.
- Set performance standards to meet service goals and coach the team for high performance.
- Demonstrate strong technical knowledge of Windows-based products and services.
- Engage in phone and email queues to meet business needs.
- Interact with leadership, presenting detailed initiatives and results.
- Handle escalated cases and calls with customers effectively.
- Work continually towards self-development to stay current on customer service, sales, and supervisory procedures and practices.
Our Ideal Candidate Will Have
Payment Processing Expertise:
- Demonstrated knowledge of various payment processing methods, including credit cards, electronic funds transfers (EFT), ACH, and other relevant
- payment systems.
- Ability to stay updated on industry trends, regulations, and best practices in payment processing.
- Proven experience in supervising and leading a payment processing team.
- Strong ability to motivate, mentor, and coach team members to achieve high performance and meet processing targets.
- Implement and maintain rigorous quality control measures to ensure accurate and timely payment processing.
- Conduct regular audits to identify and rectify errors, and implement continuous improvement initiatives.
- Thorough understanding of payment industry regulations, compliance requirements, and data security standards (e.g., PCI DSS).
- Ensure the payment processing team adheres to all relevant regulations and standards.
Problem Solving and Decision Making:
- Effective problem-solving skills to address issues related to payment discrepancies, processing errors, and customer inquiries.
- Make informed decisions promptly, considering the impact on both the team and overall payment operations.
- Clear and concise communication with team members, other departments, and external partners.
- Ability to create and deliver reports, presentations, and updates on payment processing metrics and performance.
- Familiarity with payment processing software, financial systems, and related technologies.
- Capability to leverage technology to streamline processes and improve efficiency.
Customer Service Orientation:
- Develop and maintain strong relationships with internal and external stakeholders.
- Address customer concerns and inquiries related to payment processing in a professional and customer-centric manner.
Time Management and Prioritization:
- Efficiently manage time and resources to meet tight processing deadlines.
- Prioritize tasks effectively and delegate responsibilities as needed.
Adaptability and Flexibility:
- Ability to adapt to changes in the payment processing landscape, technology, and organizational structure.
- Flexibility to handle unexpected challenges and fluctuations in workload.
- Strong analytical skills to interpret data, identify trends, and make data-driven decisions.
- Utilize analytics to optimize payment processing workflows and enhance overall efficiency.
Collaboration and Teamwork:
- Foster a collaborative and positive team culture.
- Work effectively with cross-functional teams to address issues and improve end-to-end payment processes.
Preferred Education and Experience
- Bachelor’s degree preferred or relevant experience
- 4+ years relevant experience, preferably with banking, financial services in the software industry
- Knowledge of Payment Operations industry, products, and services
- Relevant certifications a plus
- 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
- 401K Plan with employer match and immediate vesting
- Medical, Dependent Care, and Transportation FSA Plans
- Paid Parental Leave
- 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
$60k - $80k
This position is based in our Denver 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 office a few days a week.