Payer Support Manager

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
• Bachelor’s 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, you’ll have the opportunity to lead meaningful support operations that directly impact customer experience. You’ll 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.

Client-provided location(s): Hyderabad, India

Job ID: 7663651003

Employment Type: OTHER

Posted: 2026-04-21T18:52:00