CUSTOMER SUPPORT MANAGER, ISSUER SERVICES

Customer Support Manager, Issuer Services

Client Services & Support

Full-time

Date : Job Number : REF38655J Company Description

Cardinal, a Visa solution, is a global leader in authenticating digital transactions. We work every day to make the digital shopping experience safe, rewarding, and engaging.

We're a global leader not only because of what we do, but because of who we are. Our team represents the best of the best.

We work in a way that suits our people, their lifestyles, work styles, and individuality. We work hard as a team to collectively meet - and exceed - goals and consider each other family.

We are one of the leading fintech companies in Northeast OH with teams locally and around the world working remotely. We are proud of what we do and how we do it.

When you work with us, you get the best of two worlds. Cardinal is a small company, with a welcoming, family-like atmosphere.

But as a Visa solution, we offer the world-class resources and benefits of a global company. As companies with a worldwide customer base, both Cardinal and Visa realize the benefits of having a diverse and inclusive workplace.

Our employees come with different backgrounds and experiences, resulting in many different approaches that are part of our success.

We are committed to empowering each and every one of our over 250 (and growing) employees. We show respect to others and believe in fair and equal treatment.

We are dedicated to continuous improvement in all that we do. We use Lean and Agile principles and rituals as the framework for achieving that improvement.

To achieve these goals, we need accomplished and ambitious people - people that recognize the value that comes with the varying perspectives, and the cultural awareness that comes with our diversity.

What we are looking for could be someone just like you.

This position will lead the team of Customer Solution Analysts supporting our VCAS Issuer Service platform. Support is offered 24 / 7 365 through email, phone, and our online community.

This position will be responsible for the day-to-day operations of the Customer Solution Analysts and VCAS ASC Level 1 teams to ensure all clients are provided with best-in-class technical service and support.

The Customer Support Manager is responsible for ensuring that KPIs are established and met, and customers receive excellent service.

Job Description and Responsibilities

What You'll Do :

Hire, train, and grow team members and their role.

Assist in hiring and training Visa Global ASC team members to support VCAS Level 1 support.

Lead production support meetings with Visa Global Level 1 Support management teams and resellers to help enable our partners to support 3DS products and services.

Responsible for ensuring Customer Solution Analysts have the tools to effectively execute their roles.

Implement and execute customer service policies and procedures to improve customer experience.

Execute new service strategies set forth by the Sr. Service Managers and Directors.

Define and communicate customer service standards to the support team.

Oversee the achievement and maintenance of agreed customer service levels and standards (SLA and SLO) with both Cardinal and VCAS ASC team members.

Direct the daily operations of the customer service team.

Plan, prioritize and delegate work tasks to ensure proper functioning of the department.

Responsible for the successful execution of Centinel platform initiatives and maintenance.

Identify and implement strategies to improve quality of service, productivity, and customer communication.

Manage Cardinal's knowledge base, for internal and external customer support documentation and troubleshooting guides on Centinel services.

Effectively respond to escalated customer service issues and ensure proper resolution.

Coordinate and execute processes with other departments including Technical Account Managers and Implementation.

Keep management informed of critical issues, strategic opportunities, and issue status.

Follow all established processes and procedures.

Ensure relevant information is effectively disseminated among the team members.

Qualifications

What We Need You to Have :

Minimum of a Bachelor's degree in business, management, computer science, or a related discipline.

In lieu of a degree, a high school diploma or equivalent with four or more years of related experience and / or training, or an equivalent combination of education and experience will be considered.

3+ years of experience in the payment processing services industry.

4+ years of experience leading people or projects.

Previous experience providing exceptional customer / client support.

Proven analytical and decision-making abilities.

Experience building and escalating customer relationships at all levels.

Basic understanding of the online payment ecosystem and the ability to positively position CardinalCommerce.

Organizational and troubleshooting skills.

Experience diagnosing, reporting, tracking, and resolving software issues.

Demonstrated software development and technical skills.

Experience working side by side with other departments and being a team player.

Ability to use MS Office products.

Ability to work in a virtual environment (i.e., solid time management and organization skills).

What We'd Like You to Have :

Working knowledge on the differences between an ISO, acquirer, issuer, gateways, and payment schemes.

Experience with Salesforce or a similar CRM.

Additional Information

Work Hours : Varies upon the needs of the department

Travel Requirements : This position requires travel 5-10% of the time.

Mental / Physical Requirements : This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.