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. 1+ Years customer service supervisory experience  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.  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.  

Shift4 Payments (NYSE: FOUR) is a leading provider of integrated payment processing and technology solutions. Established in 1999, the company has been at the forefront of revolutionizing payment processing for businesses of all sizes. With a comprehensive suite of services and innovative technologies, Shift4 Payments is empowering merchants to streamline operations, enhance customer experiences, and drive growth in an ever-evolving digital economy.