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Sr. Manager, Customer Support Payments

22 hours, 45 minutes ago
United States
Full-time
Lead
Customer Support
Customer and Technical Support
Salesforce
Apply Now
PracticeTek

PracticeTek

PracticeTek is an innovative software and services company empowering healthcare clinics in the retail healthcare market with solutions that enhance patient experiences and streamline clinic operations.

Health Care Providers & Services
51-250
Founded 2020
View All Jobs 10

Description

  • Own the operational performance of Practice Pay onboarding and activation across multiple brands and customer segments.
  • Improve merchant activation, time-to-first-transaction, payment adoption, and time-to-revenue by identifying and removing friction points.
  • Lead, coach, and develop a team of Payments Specialists, including performance expectations, KPIs, accountability, and growth planning.
  • Build scalable payments operations processes using Salesforce, Zentact, automation, AI, reporting tools, and operational dashboards.
  • Partner with Customer Success, Sales, Product, Finance, Support, brand leadership, and external payment processors to align priorities and resolve escalations.
  • Work closely with Product leadership on Practice Pay roadmap priorities and cross-functional alignment.
  • Bring structure to ambiguous operational challenges and turn them into clear, measurable progress.
  • Identify broken, slow, or non-scalable processes and implement stronger workflows and improvements.
  • Drive customer experience and business outcomes across onboarding, activation, and payments operations.

Requirements

  • 10+ years of experience in payments, merchant services, fintech, SaaS operations, customer success, or related customer-facing operational leadership roles.
  • Deep working knowledge of merchant onboarding, payment processing, underwriting, PCI compliance, risk reviews, terminal deployment, and activation workflows.
  • 5+ years of experience leading and developing teams, including hiring, performance management, coaching, workforce planning, and talent development.
  • Proven success leading complex, high-visibility, cross-functional initiatives with customer experience, operational execution, revenue impact, and executive attention.
  • Experience helping define and scale an operational function, product motion, or customer-facing program across multiple brands, business units, verticals, or customer segments.
  • Strong ability to influence and align senior stakeholders and executive leaders without relying solely on direct authority.
  • Ability to build credibility quickly, communicate clearly, navigate competing priorities, and keep teams moving toward shared outcomes.
  • Hands-on experience with Zentact, Salesforce, payment onboarding platforms, reporting tools, and operational dashboards.
  • Demonstrated impact improving activation, adoption, onboarding efficiency, time-to-revenue, or revenue realization.
  • A bias for identifying automation, AI, and process-improvement opportunities.
  • Strong business judgment, executive presence, communication, and leadership skills in a highly visible environment with shifting priorities.

Benefits

  • Comprehensive health, dental, and vision coverage options.
  • Wellness benefits that support lifestyle, behavioral health, and overall well-being.
  • Flexible paid time off, sick time, and 10 company-paid holidays.
  • 401(k) plan with company match.
  • Potential eligibility for additional compensation such as bonuses or equity.
  • A culture committee that drives connection, fun, and belonging.
  • Remote work option, with a hybrid schedule for candidates based in Las Vegas, Green Bay, or San Diego.

Interested in this position?

Apply directly on the company website

Apply Now

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