Software Support Manager

We are seeking a Software Support Manager to lead a high-performing payments team. This team of Support Specialists is focused on delivering an exceptional experience to our self-storage clients. This role is ideal for a strategic, data-driven leader who thrives in a fast-paced, evolving environment. You will be responsible for building and executing the strategy for our inbound software support function, ensuring scalable processes, operational efficiency, and best-in-class client satisfaction. This leader will partner with our internal and external stakeholders to advocate for the client experience. 

Key Responsibilities

Strategic Leadership

• Manage the end-to-end payment processing support experience for our self-storage clients, but eventually spanning other verticals.
• Develop and implement a strategic roadmap for support operations focused on efficiency, scalability, and service excellence.
• Define and track key performance indicators (KPIs) and ensure team goals align with broader organizational objectives.

Team Management

• Hire, onboard, coach, and manage a team of Software Support Specialists.
• Cultivate a positive, performance-driven team culture with strong engagement and accountability.
• Identify and address training needs to continuously upskill the team and improve service delivery.

Operational Excellence

• Develop and refine support workflows, ensuring cost-effective operations at scale.
• Manage and improve performance using qualitative and quantitative metrics, including CSAT, ticket resolution time, and time to first response.

Cross-functional Collaboration

• Partner with Client Success, Product, and Engineering to provide insights that improve client experience.
• Partner with our external Payment Providers to identify issues, track features, drive the client experience.
• Coordinate with internal stakeholders to ensure seamless implementation of new features and product updates.
• Support customer retention efforts by working closely with churn prevention teams and implementing strategic support initiatives.

Customer Insights & Reporting

• Analyze client feedback and ticket trends to identify pain points and opportunities for improvement.
• Deliver actionable, data-driven insights to internal teams to help guide product and service enhancements.

Content & Knowledge Management

• Oversee the development and maintenance of internal support documentation and knowledge bases to ensure consistency and efficiency.

Qualifications

Must-Have:

• 5+ years of experience in Client Services or Technical Support, with at least 2+ years in the Payment Processing industry.
  
• 3+ years of people management experience with a demonstrated ability to lead and scale teams.
• Proven ability to build, implement, and optimize scalable support processes.
• Strong analytical and problem-solving skills; able to use data to drive decision-making.
• Excellent written and verbal communication skills.
  
• In-depth knowledge of Salesforce or similar CRM tools.
• Bachelor's degree or higher.
• Authorization to work in the U.S.
• Ability to travel up to 10% of the time.

Nice-to-Have:

• Experience working in a PayFac environment.
  
• Successful track record of migrating merchants from one payment platform to another.
  
• Background in call center management.
• Proficiency with Google Suite, JIRA, and task management software (e.g. Asana).
• Prior experience with internal knowledge management systems.
  
• Strong familiarity with client onboarding and training workflows.
  

Success Metrics

• Achievement of team KPIs and SLAs (e.g., CSAT, ticket resolution time).
• Effective scaling of support operations while reducing cost per contact.
• Customer retention and satisfaction rates.
• Internal stakeholder satisfaction and cross-departmental collaboration.
• Engagement and development of team members.

Why You’ll Love Working Here

• Be part of a high-growth and high-impact technology company.
• Work with smart, passionate people in a collaborative culture.
  
• Opportunities for career advancement and professional development.
• Competitive compensation, great benefits, and a mission that matters.

All applicants must be currently authorized to work in the United States on a full-time basis.

Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states:  AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY. 

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com. 

At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before.

Benefits and Perks: 

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
• 401(k) match after 60 days, 100% vested after 1 year.
• Employer contribution to your HSA, plus an HRA to help offset your deductible.
• Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
• 8 hours of Rest, Relax, Recharge time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
• ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
• $50 monthly home data stipend, plus a home office sign-on bonus of $250.
• Fertility care support options to help in your journey towards parenthood.
• Access to financial experts to help you make informed decisions and achieve your financial goals.
• Direct Student Loan Payment Program, some qualifications and eligibility rules apply.

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: To protect yourself from fraudulent activities, please consider the following: 

- Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
- Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at [email protected] for verification.

Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to [email protected]