Senior Support Manager
VoPay
Customer Service
British Columbia, Canada · Vancouver, BC, Canada
Posted on Nov 8, 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 strong Senior Support Manager to lead and evolve our global support operations. This role is responsible for ensuring the integrity, efficiency, and scalability of VoPay’s entire customer support and technical onboarding ecosystem — spanning internal and outsourced teams, systems, and processes.
You will oversee the full support structure, including our outsourced L1 team, internal L2/L3 engineers, and technical onboarding specialists. This role blends strategic leadership with hands-on operational oversight — ensuring SLAs are met, tools are integrated effectively, and customer experience remains seamless across every touchpoint.
This is an opportunity for someone who thrives in a fast-paced fintech environment, understands the complexities of technical integrations, and can build a world-class support function grounded in performance, accountability, and customer success.
Key Responsibilities
- Lead and oversee VoPay’s global support operations, including outsourced L1 and internal L2/L3 support teams.
- Ensure the integrity and reliability of all systems and tools that support customer operations, including helpdesk, monitoring, ticketing, and communication platforms.
- Own the end-to-end escalation process, ensuring SLA targets are defined, tracked, and consistently achieved.
- Drive continuous improvement across ticket handling, issue resolution, onboarding processes, and support documentation.
- Supervise the technical onboarding of new customers and partners, ensuring a frictionless experience from setup through go-live.
- Develop and maintain training materials, FAQs, and knowledge bases to enhance both internal team readiness and customer self-service capabilities.
- Analyze support performance metrics to optimize cost per ticket, response time, and team utilization.
- Act as the senior escalation point for complex or high-impact issues, coordinating between support, product, and engineering.
- Champion customer experience — proactively identifying gaps in support or onboarding processes and implementing scalable solutions.
- Mentor, train, and develop team members to ensure consistency and accountability across all customer interactions.
Qualifications and Skills
- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- 5+ years in technical support or technical onboarding, with at least 2+ years in a leadership or management role.
- Experience managing outsourced support teams and ensuring quality across distributed environments.
- Strong technical understanding of API integrations, web applications, and system interoperability.
- Proficiency with tools such as Zendesk, Jira, Confluence, and monitoring tools (e.g., Datadog).
- Strong analytical mindset with experience managing SLA metrics, ticket performance, and cost reporting.
- Excellent communication, leadership, and organizational skills, with a passion for building process-driven support excellence.
- Experience in payments or fintech is an asset.