Customer Support Manager

About the role

Happy Pay is seeking a hands‑on Customer Support Manager to own and elevate its support function. You will lead a growing team, ensure seven‑day coverage, and embed a culture of learning and accountability while leveraging AI‑driven reporting tools.

Key responsibilities

• Lead and manage the support team (currently 6 agents, expanding).
• Take full ownership of support performance, setting clear expectations and standards.
• Handle all people‑related tasks: leave management, rostering, attendance, supervision and conflict resolution.
• Conduct regular performance reviews and one‑on‑ones with each team member.
• Design and operate a fair, cost‑effective seven‑day shift schedule, including swaps, absences and public‑holiday coverage.
• Capture recurring issues in a knowledge base and train the team to resolve them permanently.
• Monitor queues, response times and agent metrics using AI and reporting tools.

Required profile

• Proven experience leading a customer support or call‑center team.
• Strong organizational skills with a data‑driven mindset.
• Ability to coach, develop and hold team members accountable.
• Comfort working with AI‑enabled support platforms and reporting dashboards.

Required skills

What we offer

• Opportunity to shape a critical function in a fast‑growing fintech.
• Collaborative, customer‑centric culture with high standards.
• Access to modern AI tools and performance analytics.