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About the Role

Join Sola in continuing to transform payment processing! We are looking for an experienced Customer Service Manager to lead our Customer Service Team, ensuring high-quality service delivery to merchants using our ticketing system, phone queue, and other tools.

Responsibilities

• Manage and mentor Customer Service Representatives, ensuring adherence to company policies.
• Train Customer Service Representatives on appropriate procedures.
• Document team member roles and responsibilities, and build training curricula.
• Manage the customer service queue, monitoring, assigning, and answering calls and emails.
• Generate trouble tickets and follow up with clients for resolution.
• Document customer issues using current systems and tools.
• Manage the escalation and oversight of customer service issues.
• Ensure timely reporting, referral, and escalation of merchant issues.
• Help build and maintain knowledge sources and training materials.
• Act as a liaison between merchants and internal departments to resolve client issues.
• Analyze data and workflows to identify root causes and recommend solutions.
• Review workforce capacity and utilization, and optimize scheduling.
• Address and resolve conflicts arising from scheduling and time-off requests.
• Act as escalation for issues not resolvable by agents.
• Participate in inter-departmental initiatives for knowledge sharing and process improvement.
• Review CSAT survey feedback for Root Cause Analysis and Corrective Action.
• Document, distribute, and train staff on Corrective Action plans.

Requirements

• High school diploma or equivalent; some Bachelor's or Associate's work preferred.
• 3-5+ years of customer service leadership experience.
• Proficient keyboard and computer skills, especially Microsoft Office applications.
• Excellent written and spoken communication skills.
• Strong problem-solving and negotiation skills.
• Ability to handle difficult customer calls.
• Ability to identify and resolve/escalate complex problems.
• Proven commitment to high-quality customer service and a customer-first approach.
• Efficient time management skills.
• Must be able to work independently with minimal supervision.
• Must be able to work in a fast-paced environment as part of a team but assume ownership and responsibility.

Skills

• Customer Service Management
• Team Leadership
• Training and Development
• Queue Management
• Ticket Generation
• Issue Escalation
• Reporting
• Knowledge Management
• Interdepartmental Communication
• Data Analysis
• Workflow Analysis
• Workforce Management
• Conflict Resolution
• Root Cause Analysis
• Corrective Action Planning
• Microsoft Office Proficiency
• Problem-Solving
• Negotiation
• Time Management

Location

• Brooklyn, NY

Work Type

• On-site

Experience Level

• 3-5+ years of customer service leadership experience

Education Level

• High school diploma or equivalent
• Some Bachelor's or Associate's work preferred

Salary/Compensations

• $110,000-140,000/year plus discretionary bonus

About the Company

• Sola is a leading payments provider offering a full suite of merchant services, including payment processing, gateway solutions, and PayFac capabilities.
• We have strong partnerships across key verticals and deep integration with ISV platforms.
• We deliver innovative and scalable solutions that help businesses of all sizes manage their payments efficiently.
• Headquartered in New York, our company is known for its customer-first approach, cutting-edge technology, and commitment to driving seamless transactions.

Equal Opportunity

• Sola provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.