Supervisor, Payments Support

Overview

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

Summary

The Payments Support Supervisor leads day-to-day support operations, ensuring high-quality customer service and team development. This role provides coaching, monitors KPIs, manages escalations, and collaborates with cross-functional teams to optimize support performance and workflow.

Responsibilities

• Plan, organize, and supervise day-to-day support operations.

• Provide developmental support and guidance to agents through coaching and floor support.

• Utilize problem-solving and people skills to assist staff with escalated issues.

• Build and maintain strong relationships with business partners and team members.

• Collaborate with management to foster a supportive and communicative team environment.

• Maintain a motivating and positive workplace climate.

• Multitask, meet deadlines, and achieve results under pressure; may require shift flexibility, holidays, or on-call availability.

• Manage call center queues, report, and coach on KPI metrics.

• Implement and maintain departmental policies and procedures.

• Measure, monitor, and maintain customer service quality and satisfaction.

• Manage training and development initiatives for technical support staff.

• Provide resolution to issues by identifying problems, researching answers, and guiding merchants through corrective steps.

• Participate in HR functions including performance evaluations, disciplinary actions, hiring, and employee development.

• Manage client expectations regarding tickets, phone queues, projects, and tasks.

Qualifications

• Exceptional time management and personal accountability.

• Strong communication skills across all departments, including sales and technical teams.

• Highly organized with attention to detail.

• Passion for high performance and efficiency.

• Proficiency in Google Workspace and Microsoft Office Suite.

• Goal-oriented and results-driven.

• Strong reasoning and problem-solving skills.

• Ability to adapt to change and implement new processes.

• Creative, forward-thinking, and reliable with consistent attendance.

• Knowledge of customer service principles and best practices.

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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.