The Technical Support Supervisor oversees the daily operations of the technical support team, ensuring optimal client experiences in payment processing, managing team performance, and providing coaching and training while handling escalations and process enhancements.
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!
About Us:
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-labeled 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, on-boarding, customer support, information technology, and more.
About the Position: 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.
What We Offer:
This position will be report onsite to our corporate headquarters in Calabasas, CA.
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!
About Us:
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-labeled 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, on-boarding, customer support, information technology, and more.
About the Position: 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 experience in, specifically Merchant Success.
- 2+ years handling ticket inquiries, reconciliations, and handling support escalations.
- 1 year in a role of leadership capacity.
- Experience in TSYS mreports, ACH services, call center interfaces, and merchant management CRM's,
- Proficiency with Microsoft Suite
- Knowledgeable in point-of-sale systems and related peripherals.
- Applicable TSYS knowledge.
- Proficiency with Microsoft Suite and navigating client inquiries via ticketing systems to lead inquiries toward resolution.
- Demonstrates critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations
- Ability to prepare professional drafted email communications and responses.
- Ability to listen to others and communicate in an effective manner.
- Ability to identify, analyze and deescalate difficult situations.
- Ability to clearly communicate technical related directions in verbal and written form.
- Displays active listening skills, empathy and solutions to all our client base, peers and team.
- Possesses strong analytical and research skills with strong attention to detail.
- Ability to work autonomously while producing a high output of quality work.
- Demonstrates a level of credibility and concern that one is perceived as responsible, reliable, and trustworthy.
- Ability to ensure that one's own and other's work and information are complete and accurate.
- Ability to carefully prepare for meetings, presentations and training delivery.
- Ability to suggest and communicate additional recommendations for improvement of departmental process and procedures.
- Ability to follow up with others to ensure that agreements and commitments have been fulfilled.
- Ability to support, promote, and ensure alignment with the organization's vision and values.
- Ability to understand how an organization must change considering internal and external trends and influences.
- Ability to focus personal efforts on achieving results consistent with the organization's objectives.
- Ability to prevent, manage, and /or resolve conflict.
What We Offer:
- Competitive Salary, Bonuses and Incentives.
- Comprehensive employer sponsored health, vision, and dental insurance programs.
- Paid time off, Paid Sick and Paid Holidays.
- 401K plan with up to a 3% matching contribution.
- Commitment to Career Development and Advancement.
- Employee Recognition Programs
- Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!
This position will be report onsite to our corporate headquarters in Calabasas, CA.
Top Skills
Ach Services
Merchant Management Crm'S
Microsoft Suite
Point-Of-Sale Systems
Ticketing Systems
Tsys Mreports
Maverick Payments Calabasas, California, USA Office
5230 Las Virgenes Rd, Suite 300, , Calabasas, California , United States, 91302
Similar Jobs
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
The Senior DevOps Architect will design and implement scalable, secure cloud-native infrastructure, optimize CI/CD pipelines, and mentor engineering staff in a cybersecurity firm.
Top Skills:
AWSCi/CdCloudFormationEksGitopsGkeKubernetesTerraform
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
The Regional Sales Manager will drive enterprise security software sales, managing relationships and revenue growth with new accounts, focusing on strategic planning and coordination with internal teams.
Top Skills:
Crm SoftwareMarketing Software
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
The role involves executing threat hunting operations, delivering high-impact intelligence briefings, and building partnerships with customers to enhance security against advanced threats.
Top Skills:
CloudElastic StackHumioLinuxmacOSMitre Att&CkSplunkWindows
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
