Manager, Customer Support

About the role

Billtrust is looking for a Manager, Customer Support who will play a direct and meaningful role in the quality of our customers’ day-to-day experience. This is a people‑first leadership role—coaching, developing, and holding a high bar for your team is the job. The role is hybrid, based out of our Nashville office.

• 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 so team members are never surprised by a performance conversation.
• Actively up‑level your team by identifying high‑potential individuals and creating a clear path forward, and identify underperformers and manage them with clarity and care.
• Foster a team culture where accountability and recognition go hand in hand.
• 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 global Customer Experience initiatives and bring a manager‑level perspective that connects ground‑level observations to broader organizational goals.

• 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…