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Customer Care Team Lead

Atlanta, GA, USA, Dunwoody, GA, USA Req #60
Friday, June 14, 2019

Paya provides simple, secure technology options enabling businesses to accept payments, get paid faster and increase efficiency.  Paya’s seamless, easy-to-use payments platform supports every stage of a business’ growth today, tomorrow and beyond.  With more than 100,000 clients and two decades’ delivering smart, easily integrated business solutions, Paya has a proud and proven track record.  We are all about growth and success for our partners and their customers.

Job Summary: 
Responsible for assisting in the leadership and motivation of our Customer Care Advisors to deliver a first-class customer experience in all interactions with Paya customers. Assists in creating and maintaining a high-performance workforce focused on continuous improvement. Assists in the monitoring of calls, chats and email, work queues to ensure service levels are being met and serves as an escalation point for customer complaints. Partners with leadership and ensures open communication channels to address issues that arise.  Serves as a culture champion and positive role model.  Remains current on all products and services Paya offers. Meets and strives to exceed team/organization goals and objectives.

Essential Functions: 
Provides exceptional customer experience by addressing inquiries using a variety of channels (telephone, email, chat, ticketing, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals. Seeks to resolve customer issues that are escalated. Follows-up and makes scheduled call backs to customers where necessary. Documents each customer interaction using our case tracking system in a clear, concise, and understandable format.   

Monitors queues and daily workload with the help of the leadership team to ensure Service Level Agreements (SLAs) are being met in all areas. Sets clear team goals, delegates tasks and sets project deadlines.
Walks the floor, engages in active listening. Performs side by sides to identify opportunities and real-time coaching. Motivates team members and assists in planning and organizing team building activities.  
Stay current on all Paya products and services. Participate in the continued training of the team.  Communicate any training gaps and working with leadership to fill them.    
Perform other duties as assigned.
Qualifications and Requirements:  
High school diploma/GED required  

Minimum two years’ experience as a Team Leader or similar role  
Demonstrated passion for excellence with respect to treating and caring for customers
Ability to communicate clearly and professionally, both verbally and in writing

Active listening skills
Excellent interpersonal skills, genuine interest in others
Ability to handle complaints and unpleasant customers
Sense of ownership and pride in your performance and its impact on company’s success

Possesses a strong work ethic and team player mentality
Degree in management, leadership or training is a plus
Experience with organizing training programs is a plus

Ability to work flexible hours Monday-Friday and possibly weekends









Paya is proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

Other details

  • Pay Type Hourly
  • Atlanta, GA, USA
  • Dunwoody, GA, USA