About InvoiceCloud:

InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com.

Customer Support Manager:

Job Summary: The Customer Support Manager will oversee and support the Biller Support Tier 1 Product Specialists team. This role involves managing daily operations, addressing service needs, handling escalations, and ensuring high-quality support for both billers and payers. The manager will also be responsible for training new team members, generating reports, and improving support processes.



The working hours for this role may vary depending on the team’s needs but will be between the hours of 8AM EST – 6PM EST.

Supervisory Responsibilities/Duties:
- Manage and support the daily workflow of the Biller Support Tier 1 Product Specialists team.
- Handle Tier 1 escalations from Billers
- Robust customer support understanding and skillset (deescalation, response time, customer satisfaction)
- Participate in interviewing, hiring, and training of new staff members.
- Perform managerial tasks such as approve time off, assist with workload reassignment and phone queue management / work schedules.
- Analyze call center metrics to meet KPIs and improve processes.
- Assist with escalated cases by requesting necessary resources and aiding in resolution.
- Serve as the point of escalation for complex tickets requiring advanced knowledge.
- Work with the Biller Support team to initiate the Incident Process.
- Find key iss

📌 Customer Support Manager (Hyderabad)
🏢 InvoiceCloud
📍 Hyderabad