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CSCSG delivers innovative customer engagement solutions that help you acquire, monetize, engage and retain customers.
Hi, I'm Cassie Alexander, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.
We are seeking a seasoned Manager of Customer Service and Technical Support to lead our frontline support organization—including customer service, integration support, and technical troubleshooting—within a fast-growing payment processing environment. This leader will oversee call center operations, guide technical support specialists, and partner cross-functionally to drive exceptional merchant and partner experiences. The ideal candidate will combine strategic vision with operational expertise, leveraging technology and data to transform the support experience.
We are looking for a Manager, Customer Service and Technical Support who will:
Lead and scale a high-performing customer service call center, ensuring fast, accurate, and empathetic support for merchants, partners, and ISVs.
Own CSAT, NPS, AHT, FCR, ticket resolution SLAs, and customer satisfaction metrics.
Develop processes, scripts, workflows, QA frameworks, and escalation pathways aligned with top processors.
Implement and optimize omnichannel support (phone, email, chat, in-app) and ensure coverage across extended hours and peak volumes.
Drive workforce management, scheduling, forecasting, staffing models, and performance oversight.
Partner closely with Product, Sales, Compliance, Risk, Underwriting, and Operations to ensure accurate communication and timely issue resolution.
Lead teams that support API integration, payments configuration, webhooks, onboarding flows, and technical troubleshooting
Ensure technical support specialists provide root-cause analysis, log reviews, transaction investigation, and seamless triage.
Establish a tiered support structure (Tier 1–3) with clear ownership of incident response, product bugs, and technical escalations.
Collaborate with Product, Engineering, and DevOps on incident management, outages, release readiness, and customer communication protocols.
Create and maintain robust technical documentation, integration guides, how-to content, and knowledge base articles.
Develop and mature a scalable support operating model in alignment with Payment Card Industry (PCI), NACHA, card network, and regulatory requirements.
Implement service delivery best practices used by leading processors—automation, proactive monitoring, self-service tools, and AI-driven support.
Own root-cause analysis, trending, reporting, dashboards, and KPIs related to customer service and ticket volume.
Drive continuous improvement initiatives, customer journey enhancements, and repeat-issue elimination.
Collaborate with Sales, Delivery, Implementation, and Partner Success to ensure seamless onboarding and support experiences.
Recruit, train, and coach a high-performing team of supervisors, support agents, and technical support specialists.
Lead with operational rigor—1:1s, performance reviews, quality audits, coaching, and documented development plans.
Foster a culture of customer obsession, accountability, and continuous improvement.
Build career pathways and succession plans within customer service and technical support.
Is this opportunity right for you? We are looking for candidates who have:
Bachelor’s degree in Computer Science, related field or equivalent experience
5+ years’ experience in payments, fintech, merchant services, or related industries.
Proven experience leading customer service call centers of 15–40+ agents, ideally in a 24/7 environment.
3–5+ years managing technical support or integration support teams, preferably supporting APIs, SaaS platforms, or payment gateways.
Strong understanding of card processing, ACH, dispute/chargeback flows, tokenization, onboarding/KYC, PayFac models, and payment ecosystems.
Experience with tools such as Freshdesk, Zendesk, Salesforce Service Cloud, Jira, Confluence, Talkdesk, or similar.
Data-driven approach with expert ability to analyze KPIs, operational metrics, and trends.
Excellent communication and executive-level presentation skills.
Strong collaboration skills—able to work effectively with Engineering, Product, Risk, and Compliance.
Paid Vacation, Volunteer, and Holiday Time Off
Please submit your application at csgi.com/careers. Applications will be accepted for at least 5 days from original posting date.
Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$95,077.22-$152,123.54This role is eligible for a bonus opportunity.
If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.
Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.
Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.
CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.
By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are.
Learn more about CSG Inclusion & Impact here.
Our culture is award-winning: CSG has been recognized a US News & World Report “Best Companies to Work For” for 2025-2026, a Newsweek “America’s Greatest Workplaces in Tech” for 2025 and “The Top Company in Technology for Women to Work” for 2025, among many others.
Full Time
Salary: 95k-152k USD
United States +/- 0 hoursLearn more about CSG and their company culture.
CSG delivers innovative customer engagement solutions that help you acquire, monetize, engage and retain customers.
Customer experience, commerce and payments have changed forever. With innovative new technologies like 5G and AI reshaping consumer expectations, it’s up to brands to deliver digital, engaging experiences that win over customers, no matter where they are in their customer journey.
That’s where CSG comes in. CSG is a purpose-driven, high-growth SaaS platform company helping some of the world’s most recognizable brands solve their toughest business challenges. We’re a trusted partner to global companies that want to evolve to meet the demands of today’s digital economy, with future-ready solutions that drive exceptional customer experiences.
By channeling the power of all, we make ordinary customer and employee experiences extraordinary. We’re with you and your customers every step of the way, and at every stage of the customer lifecycle. We can consult with you on customer needs, design a front-facing customer experience and deliver the back-office systems to back it up. And we wrap it all in our managed services and CX consultancy to continue fine-tuning and improving interactions and operations.
The impact of our solutions isn’t always seen, but it’s felt. When a teenager tops up their cell phone plan to stay on the phone with their grandparents a little longer, that’s CSG. When someone gets a reminder that their vital medication is ready for pickup, CSG helps make that happen. And when someone pays directly from their bank account to avoid processing fees, yes, that’s CSG too.
Learn about the tools and technologies that CSG uses to build, market, and sell its products.
Employees can create an account to update this tech stack.
Learn about the employee benefits and perks provided at CSG.
Take the time you need to unwind.
Immediately vested 5.5% 401(k) match.
Employee stock purchase plan at 15% off.
Healthcare benefits starting from day one.
CS5000+ employees
1982
Brian A. Shepherd
REUnited States onlyEmployee count: 501-1000
Salary: 96k-145k USD
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