Senior Support Manager
VoPay
Customer Service
British Columbia, Canada · Vancouver, BC, Canada
Posted on Oct 22, 2025
About VoPay International Inc.
VoPay’s Fintech-as-a-Service platform allows any business to embed financial services and payment capabilities into their existing applications, products or services through a single and scalable API. Our Integrated technology enables product managers and developers the flexibility and speed to build cutting-edge financial products.
The Opportunity
VoPay is seeking an experienced and technically capable Senior Support Manager to oversee and evolve our customer support and technical onboarding operations. This role combines hands-on support engineering with team leadership and process ownership across both our internal and outsourced support functions.
In this role, you will be directly responsible for managing and overseeing the outsourced L1 Support team, VoPay’s internal L2 support engineers, and VoPay’s technical customer/channel partner onboarding specialists. You’ll manage others, but also take ownership of tickets directly when required, and act as an escalation point for complex or high-impact customer issues. This role is ideal for someone who can blend technical problem-solving, customer experience, and operational excellence.
Duties and Responsibilities
- Oversee the day-to-day operations of internal support and technical onboarding teams, as well as the outsourced L1 support team.
- Manage and improve processes around ticket handling and issue escalation.
- Oversee the technical onboarding process for new customers on VoPay’s platform, ensuring smooth integration and driving practices that contribute to product adoption and customer success.
- Own SLAs across onboarding and support, ensuring that any issues are resolved within targets.
- Provide hands-on technical support to help customers achieve their desired outcomes, including troubleshooting issues related to platform usage and functionality.
- Act as a senior escalation point for high-impact customer issues.
- Drive the continuous improvement of internal processes around ticket handling, issue escalation, and technical onboarding.
- Develop and maintain the internal knowledge base, including troubleshooting guides.
- Conduct regular performance reviews, quality audits, and ticket evaluations.
- Collaborate with our Engineering and Product teams to convey customer feedback and insights, and drive positive evolution of our product.
Qualifications and Skills
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 5+ years in a technical support or technical onboarding capacity, including 2+ years in a leadership role.
- Experience working with APIs and supporting complex integrations involving multiple systems.
- Demonstrated proficiency in troubleshooting technical issues, including but not limited to API integrations and software configurations.
- Experience working with tools such as Zendesk, Jira, and Confluence.
- Experience using Datadog or other similar tools for monitoring, alerting, and root-cause investigation.
- Familiarity with payment processing concepts, protocols, and industry standards is a plus.
- Experience implementing or improving onboarding automation or customer enablement programs is a plus.
- Excellent communication, organization, and analytical skills, and an ability to work in data-driven environments.