Customer Service Manager

About the role

Join Sola in continuing to transform payment processing! We are currently looking for an experienced Customer Service Manager to manage and lead our Customer Service Team to ensure the delivery of high-quality customer service to merchants utilizing the proprietary Sola Quick Assist ticketing system, FPS phone queue system, and other third-party and partner tools.

Responsibilities

• Manage and mentor a team of Customer Service Representatives and ensure that Company policies and procedures are being followed.
• Train the Customer Service Representatives on appropriate procedures.
• Document Customer Service department team member roles and responsibilities and build a training curriculum for onboarding new team members as well as continued development of existing team members.
• Manage the customer service queue, monitoring, assigning, and answering incoming calls and emails daily, generating trouble tickets in Sola’s Customer Assistance and Ticketing System, and contacting clients with follow-up and resolution.
• Document customer issues utilizing the current online information management system and any other third-party tools introduced to manage and document the processes required to execute in the Customer Service role.
• Manage the escalation and oversight of customer service issues as they are raised.
• Ensure timely reporting, referral, follow-up, and escalation of merchant issues to minimize disruption to service and overall impact to Sola clients.
• Help build and maintain knowledge sources and training materials for inter- and intra-departmental training and onboarding.
• Act as liaison between merchants and internal departments to communicate, research, and investigate client issues while driving the ticket towards resolution.
• Analyze data and workflows to determine root causes and make recommendations to resolve current problems while gaining efficiencies for future similar problems.
• Review workforce capacity and utilization, ensure and maintain appropriate coverage schedules, analyze inbound and outbound call and ticket communication volumes to optimize workforce scheduling.
• Address and resolve conflicts arising from scheduling and time-off requests on a daily and periodic (holiday, vacation) basis.
• Act as escalation for issues that are not able to be resolved between merchants and customer service agents, including conflict management and resolution.
• Participate in inter-departmental initiatives for knowledge sharing, process improvement, and clarification of departmental roles within the scope of overall customer support within the company.
• Review inbound CSAT survey feedback for Root Cause Analysis and Corrective Action.
• Document, distribute, and train staff on Corrective Action plans resulting from feedback from merchants, sales agents, and internal staff.

Requirements

• High school diploma or equivalent; some Bachelor’s or Associate’s work preferred.
• 3-5+ years of customer service leadership experience.
• Proficient keyboard and computer skills, especially Microsoft Office applications.
• Excellent written and spoken communication skills.
• Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls.
• Ability to identify and resolve/escalate complex problems.
• Proven commitment to high-quality customer service and a customer-first approach to problem-solving.
• Efficient time management skills to maximize the number of merchants that can be assisted while maintaining a high level of detail in notes and follow-up.
• Must be able to work in a fast-paced environment as part of a team but assume ownership and responsibility for team and self-assigned work.
• Must be able to work independently with minimal supervision using pre-set company policies, procedures, and standards as well as contractual agreements as guidelines for interaction and activity.

Schedule

Brooklyn, NY - 5 days on-site (Monday through Friday).

Pay

$110,000–140,000/year plus discretionary bonus.

About Sola

Sola is a leading payments provider offering a full suite of merchant services, including payment processing, gateway solutions, and PayFac capabilities. With strong partnerships across key verticals and a deep integration with ISV platforms, we deliver innovative and scalable solutions that help businesses of all sizes manage their payments efficiently. Headquartered in New York, our company is known for its customer-first approach, cutting-edge technology, and commitment to driving seamless transactions.

Sola is a forward-thinking fintech company committed to "powering prosperity through exceptional experiences." Sola is more than just a payment technology provider; it is a trusted partner. It aligns its expertise with the aspirations of its customers, ensuring sustainable growth by offering seamless, scalable solutions that fit the unique needs of every client. Through its deep understanding of both technological advancements and human connection, Sola leads the future of payments with an emphasis on clarity, simplicity, and support.