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Business Relationship Support Manager – Ebill Technical, Production Support
Job in
Goodyear, Maricopa County, Arizona, 85338, USA
Listed on 2026-09-12
Listing for:
Jobtailor
Full Time
position Listed on 2026-09-12
Job specializations:
-
IT/Tech
IT Support, Technical Support
Job Description & How to Apply Below
- Lead the Ebill Technical and Production Support team within Merchant Services
- Establish expectations for customer service, technical troubleshooting, case quality, productivity, timeliness, and compliance
- Manage daily contact center operations, including work allocation, queue and case monitoring, coverage, service levels, staffing, schedule adherence, and operational issue resolution
- Coach, develop, and retain team members through feedback, performance management, career development, cross-training, succession planning, and recognition
- Recruit and onboard talent with customer service, technical, analytical, and communication skills
- Lead resolution of complex, high-impact, recurring, or higher-risk issues involving application access, web portals, connectivity, transaction inconsistencies, reporting, file uploads, user administration, and cloud-based software
- Ensure incidents and service requests are documented, prioritized, resolved, or escalated with complete troubleshooting and resolution details
- Coordinate escalations with product management, technology operations, incident management, internal servicing teams, and third-party providers
- Monitor defects, production trends, case aging, repeat contacts, quality findings, service levels, and customer feedback
- Maintain procedures, knowledge resources, and standard workflows for consistent troubleshooting, faster resolution, audit readiness, and cross-training
- Implement process improvements and risk controls to improve service quality, efficiency, team capacity, and customer outcomes
- Apply policies, procedures, risk requirements, and regulatory obligations; complete required controls, training, assessments, audit actions, and business continuity activities
- Review performance reporting, communicate trends and risks to senior leadership, and develop action plans
- Build relationships across the organization and influence decisions supporting timely issue resolution
- Manage people and financial resources, staffing, priorities, operations, and escalations
- Provide timely, clear, professional support to customers and internal partners while minimizing service and operational disruption
- 5+ years of Business Relationship Support experience, or equivalent demonstrated through work experience, training, military experience, or education
- 2+ years of leadership experience
- Experience leading a customer-facing technical or production support team in a contact center environment
- Experience supporting merchant services, treasury management, e-commerce, receivables, or payment processing products and applications
- Working knowledge of payment platforms or applications such as BillerIQ, Cybersource, Payments, Fraud Manager, Transaction Search, or similar systems
- Experience managing escalations, production incidents, customer-impacting defects, and third-party provider coordination
- Knowledge of web applications, user access, file transmission, transaction reporting, APIs, internet connectivity, browsers, operating systems, firewalls, proxies, and cloud-based software
- Experience with CRM, ticketing, case management, service management, call routing, call reporting, workforce management, and Microsoft 365 tools
- Demonstrated ability to use operational data to manage service levels, case aging, productivity, quality, customer experience, staffing, and risk
- Strong coaching, performance management, talent development, communication, decision-making, and change leadership skills
- Proven problem analysis and resolution skills with strong attention to detail, sound judgment, and ability to translate technical information for non-technical audiences
- Ability to collaborate and influence across organizational levels in a fast-paced, deadline-driven environment
- Bachelor’s degree,…
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