Manager II, Customer Support, Benefits

Overview
When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.
InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.
You can learn more about careers at InComm Payments here: www.incomm.com or connect with us on Twitter , Facebook , LinkedIn , or Our Blog .
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About This Opportunity
We are seeking a talented and driven individual to join us as the leader of Customer Support. In this role, you will enhance the efficiency and effectiveness of managing support for our end users, typically the employees and HR contacts of our corporate customers. You will report to the Chief Customer Officer and work on creating a best-in-class customer experience with a strong emphasis on self-service options over digital channels. You will define goals, strategies, and tactics, for supporting customers across all aspects such as card payments, benefits account capabilities and software apps usage.
Responsibilities

• Design and operation of a digital-first customer support experience for benefits products such as HSA, FSA, commuter, or other spending accounts.
• Recruitment, training, mentoring and management of a team of support agents per evolving customer support demands.
• Scaling various support channels including FAQs, email, phone and chat.
• Managing the claims reimbursement process.
• Ensuring a high quality of support, measured via ongoing CSAT surveys.
• Collaboration with account management and product teams to ensure accurate content is used in support interactions.
• Management of escalations and executive communications
• Training the team on security and compliance processes for, say, GLBA and HIPAA.
• Administration of Zendesk or other similar systems to maximize automation.
• Participation in standup meetings to discuss ongoing incidents and problems.
• Regular reporting through customer support dashboards.
• Management of support costs per overall business objectives.
  

Qualifications

• Bachelor’s degree or equivalent
• 5+ years of experience of customer support for benefits products noted above with a strong understanding of relevant regulations, consumer/employee requirements and administration functionality for employers.
• Experience of a SaaS platform technical support is a definite plus.
• Advanced knowledge of Zendesk or similar customer support software platform.
• Advanced knowledge of productivity software such as Microsoft Office, Slack or other collaboration tools.
• Experience of managing a remote team operating in multiple time zones.
• Excellent communication skill with extreme attention to detail to ensure accurate and professional communication with customers.
  

InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

• This position is eligible for the Employee Referral Bonus Program - Tier III