Technical Support Supervisor

Exciting Opportunities at
Maverick Payments
!

Join our fast‑paced, growing company and further your career with
Maverick Payments
, where you can thrive, your ideas are valued, and your colleagues feel more like family than coworkers!

Maverick Payments is a family‑owned and privately held full‑service payment provider. Located in Calabasas, California, Maverick has created innovative technology designed for sales organizations, such as ISO’s and ISV’s, looking to monetize payments by reselling our white‑labelled payments stack. Our payment products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value‑add services. Maverick’s team includes underwriting, risk management, compliance & legal, technology & product development, onboarding, customer support, information technology, and more.

Under the direction of the Manager, the Technical Support Supervisor is responsible for day‑to‑day supervision responsibilities in payments related to technical support services. The Technical Support Supervisor ensures superior client experience in all technical aspects involved in payment processing, ensuring customer and partner satisfaction.

• Provide and assist with the day‑to‑day workload of all Technical Support Team. Assign and delegate daily team tasks/projects to ensure they are performed accurately, professionally and in a timely manner.
• Provide and assist team members with setup/configurations and downloads for POS terminals and pin pads, value‑added software, and online payment gateways.
• Assist and educate Sales, Partners, merchants and team in adding equipment and services to merchant accounts.
• Assist and educate Sales, Partners in POS hardware and software selection based on client needs.
• Responsible for the daily performance of the department including the onsite and remote teams. Ensures the department is providing and demonstrating first‑class customer service/support via telephone, email, chat, and any future channel.
• Ensure daily service level reporting is delivered to department leadership.
• Ensuring optimal service levels in all aspects related to supporting merchants, partners and internal management staff.
• Monitor customer communications via calls/email/tickets/escalations and ensure workload balance, within department team members to adhere to predetermined SLA’s while ensuring proper etiquette and professionalism is used in every communication.
• Oversee the process of team members creating an accurate and complete record of all inquiries and issues handled.
• Providing coaching and feedback and constructive training to team members to ensure adherence to company policies, procedures and customer satisfaction.
• Exercising independent judgment, discretion and decision making related to department escalations and responsibilities as directed by leadership.
• Planning for department meetings to discuss enhancements, procedures, product releases and training needs.
• Ensuring team members are adhering to card brand compliance rules and regulations in addition to all company policies for the security and integrity of sensitive information.
• Monitoring team member phone calls to ensure company protocol is being followed and ensuring customer satisfaction.
• A subject matter expert in escalated matters and suggests remedies and may escalate to leadership when necessary.
• Sharing knowledge gained and supporting team, peers and leaders, as well as ensuring proper onboarding and training including dashboard demonstration, ticket and phone call side‑by‑side coaching, reviewing resource materials.
• May deliver new policies and procedures as approved by leadership.
• Leading specialized and complex projects on an as‑needed basis as directed by Executive team.
• Meeting with company leadership and management teams to discuss departmental project needs and other business‑related matters.
• Collaboration with outside departments for company driven initiatives.
• Other duties assigned.

• High school diploma or equivalent.
• 3+ years of relevant Customer support experience.
• 2‑3 years of payment processing industry related…