Manager, Customer Care

About Versapay 🚀 Versapay turns accounts receivable (AR) into a competitive advantage. Inefficient AR processes slow cash flow and stall growth. Versapay removes friction, unlocks working capital, and accelerates momentum — giving finance leaders the clarity and control they need to drive business forward. Versapay automates accounts receivable, removing barriers to collecting and reconciling B2B payments. Our solutions connect finance teams, customers, and business systems in one ecosystem to ensure cash flow clarity. With over 10,000 customers and 5M+ companies transacting on the platform, Versapay processes over 110M transactions and $257B annually. Think you might be the next Veep to join? Read on!! Here’s how you’ll have a huge impact here – and on your career:  As a Customer Care Manager, you will lead a team of domestic and offshore support professionals responsible for resolving customer inquiries across product usage, billing, account, and general service topics. You will focus on building a high-performing, customer-centric support organization that delivers consistent, high-quality experiences at scale.    Your role will center on people leadership, operational excellence, and cross-functional collaboration. You will coach and develop your team, ensure clear processes and accountability, and partner closely with Product, Customer Success, Engineering, Finance, and other internal stakeholders to ensure customer issues are resolved efficiently and effectively.    Reporting to the Senior Director of Customer Care, you will help translate company goals into actionable support strategies, continuously improving how we serve customers. Your curiosity and continuous improvement mindset will drive you to understand our products, customers, and internal workflows well enough to remove friction, identify trends, and improve outcomes.    This role is ideal for a highly collaborative people leader with a strong operational foundation and a deep commitment to customer satisfaction. Your ability to balance day-to-day execution with longer-term improvement initiatives will directly enhance the customer experience and strengthen the overall support organization.     To qualify for this role, you’ll need:

3+ years’ experience managing and developing customer support or service teams, including remote and offshore resources 

Bachelor’s Degree required, bonus if you have a Master’s in Business, Data Analytics, or Customer Experience 

A strong understanding of customer support operations, workflows, and best practices 

Experience with Accounts Receivable–related or financial services environments (e.g., payments, billing, or SaaS support) 

Solid understanding of support metrics and KPIs (CSAT, SLA, productivity, quality, etc.) and how to use them to drive performance and engagement 

Experience owning or partnering on internal support tools and platforms (e.g., Salesforce Service Cloud, Intercom, FinAI, reporting dashboards), including repetitive process automation 

Comfort working cross-functionally to resolve customer issues and improve internal processes 

Capable of creating quality training curricula for internal team members, other departments, and customers.  

What you'll do

Lead and Develop the Team 

Coach, mentor, and develop frontline support managers and agents 

Set clear expectations around performance, quality, and customer experience 

Foster a culture of accountability, collaboration, and continuous improvement 

Serve as an escalation point for complex or high-impact customer issues, focusing on coordination and resolution across teams & departments 

Ensure consistent, empathetic, and effective communication with customers across all channels 

Advocate for customers internally by identifying trends and systemic issues 

Establish and refine support processes to improve efficiency, quality, and scalability 

Implement daily, weekly, and monthly performance tracking and standardized reporting 

Use data and insights to identify gaps, prioritize improvements, and measure success 

Collaborate with Product, Engineering, Customer Success, Finance, and external partners to resolve issues and improve the end-to-end customer journey 

Act as a liaison for customer feedback, helping inform product and process improvements 

Ensure customer issues and resolutions are documented in internal systems  

Take ownership of internal and customer-facing knowledge content to increase consistency and self-service adoption 

What you’ll bring to the team

Customer Obsession 

You consistently put the customer first, ensuring decisions and priorities are grounded in delivering a positive, reliable, and empathetic experience. 

You inspire trust, develop talent, and create an environment where teams can do their best work. 

You are comfortable using data, metrics, and process improvement to drive better outcomes for customers and employees. 

You navigate ambiguity with confidence and adjust quickly as priorities or customer needs change. 

You enjoy tackling complex challenges, identifying root causes, and driving practical, sustainable solutions. 

You ensure follow-through and consistency, knowing that small details often have an outsized impact on customer experience.