Customer Support Supervisor

At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.

Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.

This position requires an individual with a high level of organization skills in providing innovative solutions when supporting a team that exceeds customer expectations. The ability to multitask and display a sense of urgency is critical to this role. The Customer Support Supervisor is a seasoned leader working with internal teams along with external clients, merchants and customers to maximize program participation while excelling at professional communication, productivity, problem solving, team leadership, innovation and strategic initiatives. In addition to this, the role will ensure a mindset of continuous improvement (i.e. processes, procedures, team and individual development) with the express intent of driving world class service for the organization.

Principal Duties and Responsibilities :

• Ensure that an extraordinary customer experience is provided on every interaction with both internal and external customers
• Promote a culture of continuous improvement by studying, evaluating, re-designing and documenting processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Oversee incoming and outgoing communications to ensure timely, accurate and professional responses
• Set, monitor and frequently review team goals and metrics
• Meet regularly with each team member to review metrics, provide feedback and coaching, and address concerns
• Recognize potential system defects and escalate internally when appropriate
• Handle escalated situations and act urgently when necessary
• Foster the growth and effective operation of the team by coordinating and scheduling appropriate training sessions, and developing training documentation
• Manage client relationships by providing top level support
• Energize and motivate the team through strong leadership, clear communication and by setting a positive and professional example
• Performs other general duties as assigned

Required Experience, Skills and Abilities :

Why you will love working at TreviPay

At TreviPay we believe :

TreviPay is an Equal Opportunity and Affirmative Action Employer.  We welcome all veterans and disabled applicants.

Individuals with disabilities will be provided reasonable accommodation to participate in the job application and / or interview process. Please contact  Recruiting@trevipay.com  to request an accommodation.