Overnight Support Manager

Overnight Support Manager, a full-time position responsible for leading and coaching a team of Merchant Support Specialists to deliver exceptional service through various communication channels while utilizing data and AI tools to enhance performance. Key Responsibilities Lead, coach, and mentor a team of Merchant Support Specialists to ensure high-quality service delivery Monitor and assess team performance using AI tools and data to drive improvement and set clear standards Facilitate team meetings and 1:1s to communicate expectations and adapt to evolving processes and technologies Required Qualifications Proven experience in managing and coaching frontline customer support or high-volume operations Ability to utilize AI-powered performance analysis tools and established playbooks Demonstrated excellence in coaching to high performance using metrics Analytical mindset with proficiency in support analytics tools Fluency in support operations, KPI monitoring, and compliance best practices