Support Supervisor, Shift4

Salary not provided

Mid and Senior level

New York

Office located in Weehawken, NJ

Simplifying complex payment ecosystems

Be an early applicant

Simplifying complex payment ecosystems

1001+ employees

FintechB2BPayments

Be an early applicant

Salary not provided

Mid and Senior level

New York

Office located in Weehawken, NJ

1001+ employees

FintechB2BPayments

Company mission

To empower our partners and customers with a complete payment solution featuring the most secure, reliable, and fastest payment network available, backed by best-in-class technology and support.

Job

Company

Role

Who you are

Prior Call Center, Help Desk, or Support Center experience required
Prior Call Center, Help Desk, or Support Center supervisory experience is not necessary, but it is a plus
Experience with hospitality POS systems is a plus
Can report into office daily

What the job involves

Schedule: Sunday 11am-7:30pmET; Monday-Thursday - 3pm- 11:30pmET
Directly supervises employees within the support center department(s)
Indirectly supervises employees within the field service department(s)
Organizes, directs, and monitors daily activities of support center representatives
Distributes workload to support center team; monitors performance
Monitors support calls to observe support center representatives’ demeanor, accuracy, and conformity to company policies; provides feedback as needed
Monitors and analyzes productivity of support center representatives
Fields questions from support center representatives and clients; recommends corrective services to address customer complaints
Compiles status and work-volume reports for management
Maintains records of customer service requests and complaints
Prepares reports and correspondence as needed
Performs support center duties as needed
Performs other related duties as assigned by management
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
Responsibilities include training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems
Must participate in an on call rotation
Must be able to work weekends and late evenings

Our take

An industry leader in integrated payment processing, Shift4 serves markets across North America, Europe and Asia. Its fintech solutions simplify complex payment ecosystems and power billions of transactions a year across many industries.

With hundreds of thousands of customers, Shift4 has developed hundreds of payment methods and processes a staggering $260 billion annually. Its clients include a large number of professional sports team globally, as well as colleges and entertainment venues.

Interestingly for a company so far-reaching, the 1994-founded Shift4 only opened its stock with an IPO in 2020. Since then, it has established partnerships with companies such as the Minnesota Vikings American football team and software point-of-sale company Ingenico. This exemplifies the diversity of Shift4’s impressive client base.