Assistant Manager Support

We are seeking a highly motivated and experienced
Assistant Support Manager
to help lead our customer support team. This role will serve as both a hands-on Tier 1 Support Agent and a key operational leader, assisting the Support Manager in day-to-day activities. The ideal candidate is passionate about customer service, thrives in fast-paced environments, and is an expert in POS systems.

Responsibilities

1. Tier 1 Support Agent Coverage

• Actively take tickets, calls, and chats as part of the Tier 1 rotation.
• Provide direct customer support as needed to help manage volume and lead by example.
• Help reinforce best practices through hands-on participation and support.

2. Outage Primary Point of Contact

• Serve as the primary point of contact for all system outages, ensuring prompt communication, coordination, and resolution.

3. Assistant Manager Responsibilities

• Act as a second-in-command to the Support Manager, helping lead day-to-day operations of the support department.
• Provide performance feedback to agents and escalate coaching needs to leadership.
• Step in to make decisions and manage escalations in the absence of the Support Manager.

4. POS Subject Matter Expert (SME) for Support

• Serve as the in-house expert on our POS system, providing guidance and clarification to support agents.
• Be the go-to person for complex or unclear POS-related support issues.
• Work with the boarding and development teams to stay ahead of feature releases, updates, and limitations.
• Ensure POS knowledge is disseminated clearly across the support team through documentation, training sessions, and coaching.
• Identify recurring POS-related issues and propose product, process, or training changes to reduce volume.

Qualifications

• 2+ years of experience in technical support or customer service, preferably in a leadership or mentorship role.
• Strong knowledge of POS systems and troubleshooting methodologies.
• Proven ability to lead by example, especially during high-pressure or outage scenarios.
• Excellent written and verbal communication skills.
• Experience working cross-functionally with product, engineering, and onboarding teams.
• Highly organized with strong attention to detail and follow-through.

This is an in-house role in our Scottsdale office and a great opportunity for someone grow inside our company into further leadership roles. If you’re a proactive problem solver and a team-first leader, we’d love to hear from you!