Job Summary
NestPay is hiring an experienced Client Services Manager to lead our customer service and call center operations. We are looking for a hands-on leader with at least 3 years of call center experience who can coach a team, improve performance, manage escalations, and ensure our clients receive fast, professional, and consistent support.
The ideal candidate has experience managing customer service teams in a high-volume environment and understands how to use call center KPIs, quality assurance, coaching, and performance management to build a high-performing team.
Experience in merchant services, payment processing, fintech, financial services, POS systems, or technical support is highly preferred.
Key Responsibilities
- Manage the daily operations of the Client Services and Call Center team.
- Lead, coach, train, and develop customer service representatives.
- Monitor inbound call volumes, queues, staffing, and service levels.
- Track and improve key call center KPIs, including:
- Average Speed of Answer (ASA)
- Abandonment Rate
- First Call Resolution (FCR)
- Average Handle Time (AHT)
- Customer Satisfaction (CSAT)
- Ticket Resolution Time
- Quality Assurance Scores
- Conduct regular call monitoring and provide individual coaching and feedback.
- Manage escalated customer concerns and ensure timely resolution.
- Develop and maintain customer service procedures, call scripts, escalation processes, and SOPs.
- Identify recurring client issues and work with internal departments to resolve root causes.
- Review performance reports and use data to identify areas for improvement.
- Establish clear performance expectations and hold team members accountable.
- Coordinate staffing and scheduling to maintain adequate call center coverage.
- Partner with Sales, Operations, Technical Support, and other departments to improve the customer experience.
- Build a positive, professional, accountable, and performance-driven team culture.
Required Qualifications
- Minimum 3 years of call center experience required.
- Previous experience as a Call Center Supervisor, Customer Service Supervisor, Client Services Manager, Customer Service Manager, or similar leadership role preferred.
- Experience managing or supervising customer service representatives.
- Strong understanding of call center operations and KPIs.
- Experience with CRM, ticketing, and call center phone systems.
- Strong coaching, training, and employee-development skills.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution skills.
- Ability to professionally manage difficult customer situations and escalations.
- Strong organizational and time-management skills.
- Ability to work effectively in a fast-paced, high-volume customer service environment.
- Must be fluent in both Spanish & English
Preferred Experience
Candidates with experience in any of the following industries are strongly encouraged to apply:
- Merchant Services
- Payment Processing
- Fintech
- Banking or Financial Services
- Point-of-Sale (POS) Systems
- Technical Support
- SaaS Customer Support
- B2B Customer Service
What We’re Looking For
We are looking for a leader, coach, and problem solver—not simply someone who monitors a call queue.
The successful candidate will know how to motivate a team, establish accountability, analyze performance metrics, improve processes, and create an environment where employees are equipped to deliver exceptional customer service.
You should be comfortable balancing two priorities: taking care of our clients and developing a high-performing team.
Why Join NestPay?
At NestPay, client service is a critical part of our success. As Client Services Manager, you will have the opportunity to directly influence how we serve our merchants, develop our support team, improve internal processes, and strengthen long-term client relationships.
If you have a strong call center background, customer service leadership experience, and a passion for developing people, we want to hear from you.
Apply today to join the NestPay team.
Pay: $63,000.00 - $68,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
