Technical Support Manager

Technical Support Manager

Copay is currently looking to hire a Technical Support Manager to join our team. This position falls under our Copay Payables line of business and is located in Brentwood, TN. In this role, the Technical Support Manager will lead a team of support specialists responsible for delivering high-quality service across a suite of integrated business platforms. This role combines leadership responsibilities with active participation in day-to-day technical support operations. The ideal candidate will be a proactive problem solver, skilled communicator, and collaborative leader who thrives in a fast-paced environment.

As a Technical Support Team Manager, you will be expected to work in a hybrid environment reporting to our Brentwood office location. Copay will set you up for success by providing:

• Assigned workspace in Brentwood, TN.
• Company-issued equipment
• Hands-on training

Responsibilities:

• Supervising and mentoring a team of technical support professionals, fostering a culture of accountability, collaboration, and continuous improvement.
• Actively participating in resolving escalated technical issues and supporting complex client requests.
• Identifying and implementing improvements to support workflows, documentation practices, and service delivery standards.
• Monitoring team performance against KPIs and SLAs, providing coaching and feedback to ensure consistent quality.
• Working closely with product, engineering, and account management teams to resolve issues and improve client experience.
• Supporting onboarding and ongoing training for team members to ensure technical proficiency and customer service excellence.
• Providing regular updates to leadership on team performance, issue trends, and client feedback.

Qualifications:

• 5+ years of experience in technical support or a related field, with at least 2 years in leadership or supervisory role.
• Strong understanding of support operations and service delivery best practices.
• Experience with enterprise platforms and ticketing systems.
• Excellent communication, coaching, and conflict resolution skills.
• Ability to manage multiple priorities and lead in a dynamic environment.
• Experience in a working manager role within a SaaS or technology-driven organization.
• Background in business process automation or client-facing platform support.
• Familiarity with identity management, workflow customization, or data integration.
• Proven ability to manage complex technical issues.
• Comfortable working in a fast-paced, client-facing environment.
• Strong analytical and problem-solving skills.

Benefits & Perks:

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Copay is an Equal Opportunity Employer. Copay provides equal employment opportunities to all qualified applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.