Customer Support Manager; AI-First

Job Overview

i-payout, a global fintech and payment solutions provider, is hiring a Customer Support Manager to help operate and scale a highly automated, globally distributed support organization.

This role is not traditional customer service management. It is a hands‑on leadership position focused on executing and optimizing AI‑driven support operations, including AI chat, automated voice, intelligent workflows, and self‑service systems—while maintaining exceptionally high SLAs across global clients and time zones.

This is a fully onsite role at our Fort Lauderdale headquarters with responsibility for executing and optimizing the automation strategy, international BPO operations, and support performance at scale.

• Execute and continuously optimize an automation‑first support model, prioritizing AI chat, automated call handling, and self‑service over human intervention.
• Configure, deploy, and improve AI chatbots, voice bots, IVR automation, and intelligent ticket routing to reduce live‑agent dependency.
• Automate end‑user support responses related to account access, payouts, card usage, transaction status, and general platform inquiries within regulated fintech environments.
• Manage day‑to‑day performance of international BPO partners, ensuring alignment with automation workflows, compliance requirements, and fintech standards.
• Establish, monitor, and enforce SLAs across response time, resolution time, accuracy, and reliability.
• Act as escalation point for complex, high‑risk, or enterprise issues only when automation and defined workflows cannot resolve.
• Drive measurable reductions in cost‑to‑serve while maintaining or improving CSAT through automation and data insights.
• Produce regular, data‑driven reporting on end‑user support SLA performance, automation impact, ticket deflection, first‑contact resolution, escalation rates, and overall support efficiency.
• Partner closely with Compliance, Engineering, Operations, to implement approved automation solutions in a compliant, auditable, and operationally sound manner.

• 5+ years in customer support or customer operations.
• 3+ years managing support teams and/or global BPO operations.
• Proven experience scaling AI‑assisted or automation‑heavy support environments, including AI chat, call automation, IVR, or workflow orchestration.
• Direct experience managing international BPOs with strict SLA enforcement.
• Solid understanding of fintech or payment operations, including AML, KYC, and compliance‑sensitive support processes.
• Hands‑on experience with CRM systems, ticketing platforms, automation tools, and AI‑driven support solutions.
• Demonstrated ability to reduce human touchpoints while maintaining service quality and compliance.

Fintech/payment experience is mandatory.

i‑payout is an established, profitable global fintech with 18 years of operational scale, now modernizing customer support through AI, automation, and intelligent workflows.

This role offers clear accountability, operational ownership, and executive visibility to help execute the transition away from legacy support models and deliver measurable, compliant results.

If you want to operate modern fintech support—automated, global, compliant, and disciplined around SLAs—this role is built for you.