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 auto