About the role
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.
About VoPay International Inc.
VoPay's Fintech-as-a-Service platform allows any company to embed financial services and payment capabilities into their existing applications, products and services through a single and scalable API. We offer a simple technology layer that enables digital enterprises to seamlessly offer secure, fast and direct bank account payments.
VoPay's unified technology stack eliminates the need to build the infrastructure and integrate multiple, disparate financial systems. Businesses can go to market faster and offer innovative financial solutions to their customers.
Using Open Banking powered payment technology, our intuitive platform offers a variety of payment tools including data intelligent account authentication, encrypted tokenization, transaction monitoring and automated reconciliations.
Available payments services include:
Intelligent Electronic Funds Transfer (iQ11): Accept instant bank account verification payments, improve payment speed and reduce NSFs.
VoPay Instant: Send funds to any bank account in Canada in real-time.
EFT / ACH: Seamlessly facilitate same-day EFT and ACH bank payment processing by connecting to North America's banking system.
Interac e-Transfer for Business: Send and Request unlimited real-time payments with higher funding limits with just an email.
Visa Direct: Send money directly to almost any Visa cardholder in real-time.
All payment solutions are available through API integration or through VoPay's online portal.
About the role
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.
About VoPay International Inc.
VoPay's Fintech-as-a-Service platform allows any company to embed financial services and payment capabilities into their existing applications, products and services through a single and scalable API. We offer a simple technology layer that enables digital enterprises to seamlessly offer secure, fast and direct bank account payments.
VoPay's unified technology stack eliminates the need to build the infrastructure and integrate multiple, disparate financial systems. Businesses can go to market faster and offer innovative financial solutions to their customers.
Using Open Banking powered payment technology, our intuitive platform offers a variety of payment tools including data intelligent account authentication, encrypted tokenization, transaction monitoring and automated reconciliations.
Available payments services include:
Intelligent Electronic Funds Transfer (iQ11): Accept instant bank account verification payments, improve payment speed and reduce NSFs.
VoPay Instant: Send funds to any bank account in Canada in real-time.
EFT / ACH: Seamlessly facilitate same-day EFT and ACH bank payment processing by connecting to North America's banking system.
Interac e-Transfer for Business: Send and Request unlimited real-time payments with higher funding limits with just an email.
Visa Direct: Send money directly to almost any Visa cardholder in real-time.
All payment solutions are available through API integration or through VoPay's online portal.