Manager, Customer Support

About the Role:

Billtrust is looking for a Manager, Customer Support who will play a direct and meaningful role in the quality of our customers’ day-to-day experience. This is a people-first leadership role — one where coaching, developing, and holding a high bar for your team isn’t a side function, it’s the job. This role is hybrid, based out of our Nashville office.

In today’s environment, strong Managers don’t just manage workload and metrics — they actively look for ways to expand what their team can do. That means embracing AI and automation tools not as experiments, but as a core part of how we work. We expect our Managers to model this, lead through it, and bring their teams along. Passivity isn’t an option; standing still means falling behind.

This role is responsible for ensuring consistent, high-quality service delivery across their team’s product lines, with clear accountability for performance outcomes including CSAT, response and resolution times, quality, and employee productivity. Managers drive both the daily rhythm of the team and the longer-term trajectory of each individual on it — identifying gaps, setting expectations, and ensuring that every team member is growing, not just performing.

Managers serve as the primary escalation point for their team, build strong relationships across Billtrust’s cross-functional partners, and act as a credible, confident voice for the customer in every room they enter.

What You'll Do:

People Leadership & Team Development

• Lead all phases of talent management — hiring, onboarding, coaching, performance reviews, and development planning — with the same rigor and intentionality you bring to customer outcomes

• Deliver direct, timely, and actionable feedback; avoid vague or delayed coaching — team members should never be surprised by a performance conversation

• Actively up-level your team: identify high-potential individuals and create a clear path forward; identify underperformers and manage them with both clarity and care
• Foster a team culture where accountability and recognition go hand in hand — people know what’s expected, and great work gets called out

AI Adoption & Operational Leverage

• Actively adopt and champion AI tools and automation as a core part of how the team operates — not as a pilot, but as standard practice

• Identify opportunities where AI, automation, or smarter workflows can expand what your team delivers without expanding headcount — and drive those improvements

• Model an AI-first mindset for your team: stay current, experiment regularly, share what’s working, and normalize the expectation that everyone is growing in this area

• Partner with Support Automation and tooling teams to translate frontline patterns and pain points into actionable workflow improvements
• Reduce friction — in every form it takes — through thoughtful process design, better tooling, and a relentless focus on eliminating unnecessary effort for both customers and team members

Service Delivery & Performance

• Own the daily service delivery for your team’s product lines — production requests handled on time, aligned with customer expectations, and consistently meeting SLAs

• Monitor and act on key performance metrics including CSAT, response and resolution time, quality scores, and employee productivity

• Identify knowledge and skill gaps across the team and coordinate targeted coaching and training to close them quickly

• Serve as the primary customer escalation point for your team — de-escalate with confidence, resolve with urgency, and close the loop

• Drive cross-functional engagement with partners in IT, Product, Development, and Operations to facilitate solutions and meet customer timelines

Continuous Improvement & Strategic Contribution

• Actively contribute to knowledge management programs — ensuring content stays accurate, complete, and genuinely useful for customers and team members alike

• Lead or contribute to continuous improvement initiatives that increase team efficiency, reduce cost, or meaningfully improve the customer experience

• Stay current on Billtrust products, new functionality, and internal process changes — your team looks to you for context, not just direction

• Engage in strategic Glob\al Customer Experience initiatives and bring a manager-level perspective that connects ground-level observations to broader organizational goals

What You Bring:

• 5+ years of relevant experience in a customer-facing SaaS technical support environment, with demonstrated people management responsibility

• Proven track record of coaching and developing support professionals — including delivering direct feedback, managing performance, and building clear growth paths

• Active, working familiarity with AI tools and automation in a support or operations context; candidates who are still forming this foundation are expected to accelerate quickly

• Experience with customer support technologies including CRM (Salesforce preferred) and case management, combined with a current perspective on where the space is heading

• Well-versed in support metrics and operational reporting — CSAT, first reply time, resolution time, quality scores — and comfortable using data to identify and close performance gaps

• Strong technical aptitude, including familiarity with cloud-based SaaS platforms, basic data concepts, and the ability to understand and communicate complex technical issues to a non-technical audience

• Demonstrated ability to build strong customer relationships and navigate high-stakes escalations with both urgency and professionalism

• Experience operating within defined SLAs, service protocols, and documented processes — and the judgment to know when escalation is the right call

• Exceptional communication skills — verbal, written, and in the room; comfortable presenting to and fielding questions from senior leadership

• A genuine team player with high standards — you hold yourself to the same expectations you hold your team

• Deep understanding of what an effortless customer experience looks like and a personal commitment to building toward it

• Bachelor’s degree preferred; Billtrust support experience is a plus

What You’ll Get

At Billtrust, we believe your total rewards should reflect the impact you make. Our benefits package includes comprehensive health coverage, competitive retirement, generous PTO and parental leave, flexible work options, and meaningful investment in your professional development. We’re building something special and we want you to feel supported while doing it.

At Billtrust, we value an equitable and inclusive work environment and strive to build and foster diverse teams. Even if your work experience doesn’t align exactly with the position requirements, we’d still love to hear from you. You may just be the right candidate for this or other roles.

We are committed to building a team that represents a variety of diverse backgrounds, perspectives, and skills. We are proud to be an equal opportunity workplace that celebrates and supports diversity and inclusion. We make all employment and related decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

The expected base salary range for this position is $85,000 - $90,000 annually.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for additional incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.