Manager, Customer Support

About the role

Finance leaders choose Billtrust to get paid faster, control costs, and maximize customer satisfaction. As the leader in B2B accounts receivable workflow and payment software, we provide the world's leading brands with AI-powered solutions across the full AR lifecycle-from invoice presentment and payment processing to cash application and collections. With over 2,600 global customers, more than $1 trillion in invoice dollars processed, and a proprietary network of 13 million buyers, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on meaningful customer outcomes. We're an AI-first company, not just in what we build for our customers, but in how we work. Across every function, our teams use AI tools daily to work faster, make better decisions, and deliver higher-quality outcomes. We hire exceptional people, give them cutting-edge AI capabilities, and measure success by the impact they create. If you want to do the best work of your career at the frontier of AI and fintech, Billtrust is the place to do it. Our Values Customers We relentlessly increase value for customer and do the right thing for them. Action We make 'thoughtfully fast' decisions, act quickly, cut through red tape, deliver progress not perfection, take ownership and accountability. Team Spirit We put the team ahead of ourselves, foster trust and respect, collaborate with passion, despise toxic politics, value our differences, and celebrate together. Innovation We challenge the status quo, experiment thoughtfully, and are novel and brilliant in what we create. Excellence We love to win, but we hate losing even more. We aspire to be the best and take pride in our work. When we fall short, we own it and come back stronger. Billtrust is looking for a Manager, Customer Support who will play a direct and meaningful role in the quality of our customers' day-to-day experience. This is a people-first leadership role - one where coaching, developing, and holding a high bar for your team isn't a side function, it's the job. This role is hybrid, based out of our Nashville office. In today's environment, strong Managers don't just manage workload and metrics - they actively look for ways to expand what their team can do. That means embracing AI and automation tools not as experiments, but as a core part of how we work. We expect our Managers to model this, lead through it, and bring their teams along. Passivity isn't an option; standing still means falling behind. This role is responsible for ensuring consistent, high-quality service delivery across their team's product lines, with clear accountability for performance outcomes including CSAT, response and resolution times, quality, and employee productivity. Managers drive both the daily rhythm of the team and the longer-term trajectory of each individual on it - identifying gaps, setting expectations, and ensuring that every team member is growing, not just performing. Managers serve as the primary escalation point for their team, build strong relationships across Billtrust's cross-functional partners, and act as a credible, confident voice for the customer in every room they enter.

Responsibilities

• People Leadership & Team Development
• Lead all phases of talent management - hiring, onboarding, coaching, performance reviews, and development planning - with the same rigor and intentionality you bring to customer outcomes
• Deliver direct, timely, and actionable feedback; avoid vague or delayed coaching - team members should never be surprised by a performance conversation
• Actively up-level your team: identify high-potential individuals and create a clear path forward; identify underperformers and manage them with both clarity and care
• Foster a team culture where accountability and recognition go hand in hand - people know what's expected, and great work gets called out
• AI Adoption & Operational Leverage
• Actively adopt and champion AI tools and automation as a core part of how the team operates - not as a pilot, but as standard practice
• Identify opportunities where AI, automation, or smarter workflows can expand what your team delivers without expanding headcount - and drive those improvements
• Model an AI-first mindset for your team: stay current, experiment regularly, share what's working, and normalize the expectation that everyone is growing in this area
• Partner with Support Automation and tooling teams to translate frontline patterns and pain points into actionable workflow improvements
• Reduce friction - in every form it takes - through thoughtful process design, better tooling, and a relentless focus on eliminating unnecessary effort for both customers and team members
• Service Delivery & Performance
• Own the daily service delivery for your team's product lines - production requests handled on time, aligned with customer expectations, and consistently meeting SLAs
• Monitor and act on key performanc

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