• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management. • Regularly review and address DSAT feedback, reporting on trends and driving continuous improvements. • Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience. • Directly manage a team of Team Leads, ensuring high levels of engagement, motivation, and performance. • Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. • Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA). • Collaborate with cross-functional teams to implement betterment plans for recurring issues. Support key customers with high-priority cases, ensuring proactive communication and resolution strategies. • Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk. • Partner with other managers and business stakeholders to improve support processes and enhance customer experience. • Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives. • Participate in hiring and onboarding top talent, and work closely with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements. • Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively. Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.

• Provide tier-1 and tier-2 technical support to merchants experiencing integration or payment processing issues • Troubleshoot API integration problems, analyze error logs, and guide merchants through resolution steps • Debug payment flows, investigate transaction failures, and identify root causes of technical issues • Collaborate with merchants to resolve provider-specific connectivity and configuration problems • Create and maintain technical troubleshooting guides, FAQs, and best practices documentation • Escalate complex technical issues to engineering teams with detailed analysis and reproduction steps • Support merchant onboarding by providing technical guidance during integration setup • Monitor system health and proactively identify potential issues affecting merchant performance • Work closely with third-party payment providers to resolve integration blockers and connectivity issues • Participate in on-call rotation to ensure 24/7 technical support coverage

• Deliver support services in accordance with established Service Level Agreements (SLAs) and Performance Level Agreements (PLAs). • Troubleshoot and resolve issues related to software functionality, user access, and system configuration. • Escalate complex incidents to development or technical teams and monitor progress through resolution. • Document issues, root causes, and solutions in the support ticketing system. • Educate clients on product features, updates, and best practices through documentation, webinars, and virtual meetings. • Gather and analyze client integration requirements. • Install, configure, and integrate software solutions with client systems and third-party platforms. • Collaborate with development teams to design, test, and validate new integrations. • Create and maintain business and technical documentation for deployment and integration processes. • Provide post-implementation support and optimize system performance. • Serve as the technical liaison between clients, internal teams, and external vendors. • Support the sales team by providing technical input during pre-sales discussions. • Share customer feedback with product and engineering teams to guide future enhancements. • Maintain and manage software configuration across integrated environments. • Contribute to project analysis and delivery activities when needed. • Identify opportunities to streamline support processes and improve customer satisfaction. • Stay current with emerging technologies, integration methods, and support best practices. • Participate in ongoing training to strengthen product and technical knowledge.

Role Description This position is central to the missionaries' role to 'Invite others to come unto Christ by helping them receive the restored gospel through faith in Jesus Christ and His Atonement, repentance, baptism, receiving the gift of the Holy Ghost, and enduring to the end.' - In-Field Mentors are an entry support level individual contributor. - Helps train missionaries in their first twelve weeks of entering the mission field. - Training includes applying Preach My Gospel (PMG) principles and other missionary resources to real world experiences as a missionary. - Train remotely through technology. - Part of the Infield Missionary Learning and Development (MLD) division. - Follow an approved curriculum and may be selected to participate in pilots and initiatives. - This is a part-time temporary position. Company Description