The Product Support Manager leads the Fraud and iPay training teams and oversees the onboarding and development of their respective Product Support Representatives (PSRs) throughout the Foundational Learning training experience. This position also oversees both the Fraud and iPay training programs, ensuring training materials and resources are accurate, current, and maintained to support successful learning outcomes.
This position will work Monday through Friday, with specific hours agreed upon with the hiring manager at the offer stage. Occasional weekend availability may be required based on business needs.
This position may be worked remotely within the United States, with the exception of California.
What you'll be responsible for:
• Onboards and manages associates joining the Fraud and iPay Contact Centers.
• Leads the Fraud and iPay trainers and training programs, ensuring training materials and resources remain accurate and up to date.
• Plans and coordinates training classes in partnership with CCC partners and ensures all onboarding items are completed.
• Completes quarterly check-ins, including mid-year check-ins and annual performance assessments.
• Creates and maintains required HCM entries for associates on their team.
• Maintains working knowledge of multiple platforms (FDWC, QuickAssist, Bill Pay Support, etc.) to effectively support trainers and associates throughout the training experience.
• Communicates company policies, procedures, expectations, and best practices to the team.
• Partners with others to promote consistency across training programs, the broader Shared Services team, and production leadership.
• Manages and forecasts monthly team expenses to support budget planning.
• May perform other job duties as assigned.
What you'll need to have:
• Minimum of 7 years of customer service experience.
• Previous leadership or training experience required.
What would be nice for you to have:
• Previous Fraud and/or iPay training experience.
• Previous leadership experience, including coaching, developing, and providing performance feedback to associates.
• Strong problem-solving skills and the ability to assist with complex questions or challenges.
• Advanced knowledge of Fraud and/or iPay products, with a working knowledge of related products and services.
• Experience supporting or facilitating training and providing hands-on guidance when needed.
• Strong customer service skills and the ability to model company policies, standards, and best practices.
• Strong verbal and written communication skills, with the ability to communicate effectively with associates, leaders, and business partners.
• A solid understanding of contact center key performance metrics, processes, and standard operating procedures.
If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.
Requests for full corporate job descriptions may be requested through the interview process at any time.
