Customer Support Manager - ValPay

ValPay is looking to hire a Customer Support Manager to operate one of our Software businesses! 

This position provides critical customer support management for a growing software vertical. As a Customer Support Manager reporting to the VP of Operations, you will be responsible for working with the management cluster in the business of companies on developing and implementing the business’s strategic plan spanning support, customer service and professional services. You will be responsible for identifying, defining, and executing the strategies required to achieve your growth plans and operating objectives with a focus on improving operational excellence. 

Here is a little window into our company: ValPay, the payment processing arm of Valsoft, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical integrated payment processing solutions across multiple verticals. By implementing industry best practices, ValPay delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio. 

Our motto is “Be Humble, Stay Hungry!” 

The successful candidate will be based anywhere within commutable distance of our office in Montreal, Saint-Laurent, working in a hybrid work model!

What your day will look like: 

• Work with the leadership team and VP of Operations to set and execute on the strategy 

• Ability to review the operational plan and guide the functional leadership into a focused ROI approach, including Customer Service and Professional Services 

• Regular monitoring and measuring of the priorities, providing coaching and guidance to team members as required 

• Develop operations-related plans, budgets, policies, and procedures to achieve customer satisfaction and revenue targets 

• Review, analyze and roll out strategic changes as they pertain to operational best practices and revenue-driven efficiencies 

• Collaborate with senior management to set strategies, objectives and policies 

• Managing vendor and key customer relationships 

• Contribute to high-priority projects to prepare the company for future growth phases and market readiness 

• Contribute to high-priority projects to prepare the company for future growth phases and market readiness 

About you: 

• 3+ years of upper-level experience in the payment processing and payment gateway industry is essential 

• 3+ years of cross-functional team management experience  

• Bachelor’s degree or equivalent, preferably in a technical or business discipline, MBA, or advanced degree, a plus but not a requirement 

• A natural ability to lead performance and process improvement in a business 

• Bring a proven entrepreneurial spirit and pace-setter traits 

• Experience working in small to medium-sized payment processing or payment-related businesses as an Operations Manager or similar-level position 

• Ability to structure, analyze, and solve complex business problems, as well as deliver impact against concrete business goals 

• Excellent Leadership, communication, and organizational skills 

• Excellent analytical and problem-solving skills 

• A 'roll up the sleeves attitude towards problem-solving 

• Goal-oriented with comfort in setting measurable goals for others and yourself 

• Comfortable working independently as well as in a team 

• Ability and willingness to create change, passion for continuous improvement 

• Fluent in English, both written and verbal, is essential  

• Must be legally authorized to work in Canada

For information about ValPay, please visit our website at www.valpay.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.