Project Manager

Customer Support Team Manager POS & Payment Devices

PayPlus

PayPlus is looking for a hands-on leader to build our POS and payment device support team from the ground up.

You will take full ownership of the support operation—from recruiting the team and establishing processes to managing shifts and personally helping resolve complex issues.

At PayPlus, immediate response is our service standard. Our customers rely on our systems to run their businesses, and you will be responsible for ensuring they receive fast, professional support and clear ownership of every issue through resolution.

What you’ll own

• Build the team from zero: recruit, onboard, train and develop support representatives.
• Build the support operation: establish workflows, ticketing processes, escalation procedures, knowledge resources and quality standards.
• Plan and manage shifts: create schedules, allocate resources and ensure coverage that meets customer demand.
• Stay hands-on: actively handle support cases, troubleshoot technical issues and lead critical escalations.
• Take full accountability: own response times, resolution times, service quality, team performance and customer satisfaction.
• Lead technical support: oversee troubleshooting for POS systems, payment terminals, connectivity and peripheral devices.
• Coordinate across teams: work closely with Product, Engineering and Operations to resolve issues and prevent recurring problems.
• Drive continuous improvement: define and monitor service metrics, identify gaps and turn customer feedback into action.

What you bring

• Proven experience managing a technical support or customer service team.
• Experience building a team or support operation from scratch, including recruitment, training and process development.
• Strong technical troubleshooting skills and a willingness to work directly on customer issues.
• Experience with shift planning, staffing, ticketing systems and service performance management.
• Strong leadership, sound judgment and the ability to prioritize under pressure.
• A strong sense of ownership and accountability for both customer outcomes and team performance.
• Experience with POS systems, payment terminals or payment platforms is a significant advantage.