Payer Support Manager

About InvoiceCloud:

InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025 including USA TODAY and Boston Globe Top Workplaces multiple SaaS Awards wins for Best Solution for Finance and FinTech and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services as well as our leadership in AI maturity and responsible innovation. Its an award-winning purpose-driven environment where top talent thrives. To learn more .

Payer Support Manager

Location: Hyderabad India
Work Model: In-office / Hyderabad office-based
Department: Customer Support / Payer Support
Reports To: Insert title

About InvoiceCloud

InvoiceCloud is a leading provider of online bill payment services. Our platform helps billers deliver a simple secure and reliable payment experience to their customers. We are focused on improving the way people pay bills by combining modern technology with a strong commitment to service and operational excellence.

Position Summary

We are seeking an experienced Payer Support Manager to lead payer-facing support operations from our Hyderabad office. This role is responsible for managing teams that support payers across phone and ticket channels ensuring a high-quality customer experience while meeting service quality and productivity goals.

The Payer Support Manager will oversee day-to-day support operations people leadership escalations workforce coordination and continuous improvement initiatives. This leader will partner closely with cross-functional teams including Operations Product Engineering Training and Quality to improve payer experience strengthen support processes and scale team performance in line with business needs.

This role requires a strong people leader who can build high-performing teams coach frontline leaders and specialists use data to drive decisions and maintain operational excellence in a fast-paced support environment.

Key Responsibilities

Team Leadership and People Management

• Lead coach and develop payer support team members and team leads based in Hyderabad
• Foster a high-performance accountability-driven culture focused on service excellence collaboration and continuous improvement
• Conduct regular coaching sessions performance reviews and career development discussions
• Identify and address performance gaps through structured feedback action plans and ongoing support
• Partner with recruiting training and leadership teams to support hiring onboarding and ramp-readiness
• Drive employee engagement retention and succession planning across the support organization

Operational Management

• Oversee day-to-day payer support operations across voice and ticket channels
• Ensure service levels response times quality standards and productivity goals are consistently met
• Monitor queue health backlog trends staffing coverage and escalation patterns to maintain operational stability
• Partner with workforce planning and leadership teams to align staffing with business demand
• Support schedule flexibility and coverage planning where overlap with US business hours is required

Customer Experience and Escalation Management

• Act as a point of escalation for complex payer issues and service-impacting situations
• Ensure payer issues are resolved effectively professionally and in a timely manner
• Identify recurring customer pain points and partner with cross-functional teams to drive root-cause resolution
• Promote a customer-first mindset across the team with a focus on empathy ownership and clear communication

Performance and Continuous Improvement

• Track and manage key performance indicators such as SLA quality CSAT productivity backlog and first-contact resolution
• Use reporting and operational insights to identify trends risks and improvement opportunities
• Lead initiatives to improve workflows knowledge management quality outcomes and overall support effectiveness
• Partner with Quality Training Product and Engineering teams to improve tools processes and support readiness
• Ensure documented processes escalation paths and knowledge articles remain accurate and consistently followed

Qualifications

Required

• 6--8 years of experience in customer support contact center operations service delivery or a related field
• 2 years of people management experience leading support teams in a KPI-driven environment
• Experience managing phone and ticket-based support operations
• Strong knowledge of support metrics such as SLA AHT CSAT quality backlog and first-contact resolution
• Proven ability to coach employees manage performance and improve team outcomes
• Strong analytical and problem-solving skills with the ability to use data to drive decisions
• Strong communication and stakeholder management skills
• Experience working cross-functionally with operations product engineering and training teams

Preferred

• Experience in fintech payments SaaS or high-volume support environments
• Experience leading support teams from a Hyderabad-based operations or shared services environment
• Experience with CRM ticketing telephony QA and workforce management tools
• Exposure to support process improvement root-cause analysis and escalation management
• Experience supporting US-based customers or working in teams aligned to US business hours
• Bachelors degree or equivalent professional experience

Key Competencies

• People leadership and coaching
• Operational excellence
• Customer focus
• Escalation management
• Data-driven decision-making
• Cross-functional collaboration
• Process improvement
• Change leadership
• Accountability and ownership
• Strong written and verbal communication

Working Expectations

• This role is based in the Hyderabad office and requires regular in-office presence
• The role may require flexibility to support overlap with US business hours critical escalations and business priorities
• The manager is expected to work closely with global and US-based stakeholders as needed

Why Join Us

At InvoiceCloud youll have the opportunity to lead meaningful support operations that directly impact customer experience. Youll work with collaborative teams help shape a growing support organization and play an important role in building scalable high-performing operations from our Hyderabad office.

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