• Build and manage a team of 5-10 Client Support Associates handling tier 1 merchant and partner inquiries • Develop training programs for new hires and ongoing skill development for existing team members and train utilizing developed material • Conduct quality assurance reviews of ticket responses and customer interactions to maintain service excellence and identify areas of improvement for agents and the team • Coach and mentor team members through 1:1s, performance feedback, and skill development plans • Monitor team performance against SLA targets (first response time, resolution time, average handle time, one touch resolutions, CSAT, QA) • Manage ticket queues and channels and own staffing decisions to ensure proper resources allocation for timely responses during hours of operations and peak periods across channels • Determine escalation routing rules to direct which tickets need PSM or Technical Support involvement or any other cross-functional collaboration • Create and maintain response templates, knowledge base articles, and support playbooks • Handle support tickets alongside your team to stay connected to customer needs • Manage complex escalations that require additional expertise or judgment • Serve as the escalation point for difficult customer situations requiring leadership involvement • Respond to client inquiries during high-volume periods or urgent situations • Establish quality standards for ticket documentation, response tone, and resolution thoroughness • Identify recurring issues and collaborate with Product, Engineering, and CS Operations to address root causes • Track and report on support metrics - ticket volume trends, resolution rates, customer satisfaction, team performance • Drive continuous improvement of support processes, workflows, and efficiency • Collaborate with CS Operations to identify, prioritize, design and implement automation opportunities and AI-powered support tools • Maintain SLA compliance across all ticket types and priority levels • Partner with Partner Success Managers to ensure seamless handoffs for strategic partner issues • Work closely with Technical Support on technical escalations requiring deeper expertise • Coordinate with Risk, Compliance, and Onboarding teams on merchant account issues • Provide insights to leadership on support trends, customer pain points, and resource needs