Support Manager (Bilingual, FinTech)

As the Support Manager, you will oversee the full lifecycle of Technical Client support, including team leadership, strategic planning, and operational execution across the Americas and APAC. You’ll manage support for key payment platforms and integrations, drive continuous improvement, and ensure high availability and performance of our services. Must be proficient in English & Spanish., * Lead the application support function, including staffing, resource allocation, and performance management.

• Strong incident management experience;
• Must be proficient in English & Spanish
• Develop and implement strategies to enhance support processes and customer satisfaction.
• Oversee training and development of support team members to maintain high technical standards.
• Collaborate with development, operations, and compliance teams to ensure seamless service delivery.
• Monitor and report on KPIs such as resolution time, uptime, and customer satisfaction; drive initiatives to meet or exceed targets.
• Act as Change Owner on projects, managing change requests and ensuring proper documentation and execution.
• Manage support for critical systems and services including:
• Product Integration, Client configuration, patch installs, upgrades.
• Operations including Disaster recovery testing, advanced issue resolution (file flow, server restarts).
• Track and manage application support-related change requests

• 5 years of managerial or supervisory experience in a technical support or application support environment.
• Strong technical background in leading a team of Senior Support Specialists.
• Proven ability to lead teams and improve operational efficiency in a fast-paced, regulated environment.
• Excellent leadership, communication, and problem-solving skills.
• Experience supporting payment systems or financial applications is highly preferred.

Job Type: Full-time

401(k), Health insurance, 401(k) matching, Paid time off, Vision insurance, Health savings account, Dental insurance, Life insurance Full-time 2 Tower Center Blvd, East Brunswick, NJ 08816, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance