Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 46 days ago

Customer Support Manager

InvoiceCloud21 open roles

Where
Hyderabad, India
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowCustomer Support ManagerInvoiceCloud · Hyderabad, India

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on InvoiceCloud's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.4% of postings close within 7 days. Measured by our own scanner across the market. InvoiceCloud postings stay open a median of 58 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.4%7 days
  4. 20.0%14 days
  5. 35.5%30 days
  6. 58.6%60 days
This job: posted 46 days ago

InvoiceCloud median: 58 days open

The posting

About InvoiceCloud:

InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com.

Customer Support Manager:

Job Summary: The Customer Support Manager will oversee and support the Biller Support Tier 1 Product Specialists team. This role involves managing daily operations, addressing service needs, handling escalations, and ensuring high-quality support for both billers and payers. The manager will also be responsible for training new team members, generating reports, and improving support processes. The working hours for this role may vary depending on the team’s needs but will be between the hours of 8AM EST – 6PM EST.

Supervisory Responsibilities/Duties:

  • Manage and support the daily workflow of the Biller Support Tier 1 Product Specialists team.
  • Handle Tier 1 escalations from Billers
  • Strong customer support understanding and skillset (deescalation, response time, customer satisfaction)
  • Participate in interviewing, hiring, and training of new staff members.
  • Perform managerial tasks such as approve time off, assist with workload reassignment and phone queue management / work schedules.
  • Analyze call center metrics to meet KPIs and improve processes.
  • Assist with escalated cases by requesting necessary resources and aiding in resolution.
  • Serve as the point of escalation for complex tickets requiring advanced knowledge.
  • Work with the Biller Support team to initiate the Incident Process.
  • Find key issues and work with leadership to design resolution paths.
  • Conduct performance evaluations and provide regular constructive feedback.
  • Help create and send biller and payer communications (calls, emails, and ticket reviews)
  • Perform other duties as assigned.

Goals:

  • First 30 Days:
  • Gain a complete understanding of the company’s SaaS solutions, payment processing, and internal systems.
  • Attend training, review all provided materials, and complete quizzes.
  • Shadow team members to learn how to handle biller/payer calls and emails.
  • First 60 Days:
  • Complete Internal Certification Program
  • Start assisting with and gaining an understanding on solving tickets and emails from billers.
  • Take phone calls on the assigned schedule to gain a complete understanding of support processes.
  • First 90 Days:
  • Review and become familiar with support metrics.
  • Start assisting with escalations and incident management.
  • Ongoing:
  • Generate weekly and monthly reports.
  • Evaluate and plan for support improvement.
  • Manage all escalations and debrief the manager.
  • Assist team members by removing barriers to case resolution.
  • Keep an ongoing pulse on call queues.

Competencies:

  • Understanding of SaaS technology and basic funding flows e.g. ACH and Credit Card.
  • Experience with Customer Support metrics.
  • Customer-driven, results-oriented, and focused.
  • Outstanding verbal, written, presentation, and interpersonal skills.
  • Self-starter with a demonstrated ability to achieve results as part of an effective team.
  • Excellent time management, organizational, and planning skills.
  • Proficient with Microsoft Office Suite or related software.

Education and Experience:

  • A Bachelor’s degree or a minimum of 10 years of relevant work experience.
  • At least five years of experience in customer service, preferably in the software/technology industry.
  • At least two years of related experience in a supervisory position is preferred.
  • Experience with electronic payment processing, banking, ACH processing, and merchant card processing is a plus.

InvoiceCloud is committed to providing equal employment opportunities to all employees and applicants. We do not tolerate discrimination or harassment of any kind based on race, color, religion, age, sex, nationality, disability, genetic information, veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected under applicable laws.

This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training.

If you require a disability-related or religious accommodation during the application or recruitment process, and wish to discuss possible adjustments, please contact [email protected].

Click here to review InvoiceCloud’s Job Applicant Privacy Policy.

For recruitment agencies: InvoiceCloud does not accept unsolicited resumes from agencies. Please do not forward resumes to our job aliases, employees, or any other company location. InvoiceCloud is not responsible for any fees associated with unsolicited submissions.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against InvoiceCloud's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on InvoiceCloud's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    InvoiceCloud's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.