Manager, Support
United States
Customer Success: – Support /
Full-Time /
Remote
Who We Are:
At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in travel and expense solutions, we are creating a future where technology drives business value and inspires extraordinary results.
Customer Support Experts are responsible for receiving inquiries from live customers during their usage
of Emburse products and providing the appropriate service to address those inquiries. Inquiries from
customers may consist of questions related to product functionality, reports of the product not working
as expected, and/or other topics related to access, configuration and usage. Customer Support experts
address these inquiries through providing prompt communication with customers through various
channels; testing, troubleshooting and analysis; research or internal consultation on product
functionality; performing administration or configuration tasks via internal tools; transferring or
escalating issues to another internal group when appropriate.
Wha you will do :
- Recruit, hire, train and manage a team of Customer Support Experts and/or Team Leads (including Sr. variations of the same)
- Management activities including performance reviews, time & attendance activities, compensation negotiations, hiring and terminations
- Proactively forecast resource requirements to fulfill business needs
- Receive company strategic objectives and determine how best to accomplish goals
- Establish and maintain metrics that measure progress of team
- Provide reports on performance metrics and results to leadership
- Accomplish team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, and guiding employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards in partnership with leadership
- Coordinate onboarding of new CSEs in the Manager’s organization and participate as appropriate in job shadowing activities, encouraging adoption of processes and standards, product and process orientation sessions and ad-hoc coaching on product knowledge, processes and standards
- Build and improve processes by finding efficiencies and recommending or implementing changes to policies or practices when appropriate
- Partner with internal stakeholders to continuously improve upon processes, tools and communications
- Receive and handle escalations from clients related to service interactions with direct reports, and from internal parties related to product knowledge and service delivery
- Provide an exemplary customer service experience to internal and external stakeholders
- Collaborate cross-functionally with leadership from other functional areas including Customer Success Management and Implementation to provide excellent service to Emburse customers
- Collaborate with partners, and representatives of third-party vendors or connected/integrated technologies in support of mutual customers
- Maintain a working knowledge of connected, integrated or partnered technologies applicable to the assigned Emburse product(s) and area(s) of responsibility, and address support cases involving the same
- Remain up-to-date with Emburse’s latest product releases
- Demonstrate an ongoing commitment to increasing knowledge of Emburse products in the assigned and related area(s) of responsibility
- Oversee and have primary responsibility for the process surrounding technical escalations to development, which may include documentation, testing, progress tracking, and communication to internal and client-side stakeholders
What we are looking for :
- Education : Required - Associate or Bachelor’s degree, college diploma in related field and/or equivalent experience required
- Experience : Preferred - 3 years minimum of software support, customer service and/or transferable experience
- 3 years experience using or administrating CRM, database-driven workflow products and/or financial management software
- 3 years minimum experience working with Emburse products (or equivalent) within the area of responsibility
- 2 years minimum experience in a leadership role with direct reports and/or equivalent experience in related leadership, coaching or strategic functions
- Certifications : None required
- Excellent interpersonal skills including collaboration, negotiation and diplomacy
- Excellent organization skills and superb capability to manage competing priorities and requests from multiple stakeholders
- Excellent communication skills, both verbal and written, demonstrated both internally and externally
- Proficiency with business productivity software such as word processor and spreadsheet programs
- Learner’s mindset with drive and ability to consistently improve knowledge and abilities
- Proficiency with online web meeting presentation software
- Strong knowledge of accounting systems, practices and terminology as relevant to our product offerings
- Proficiency with Emburse products within the area of responsibility (or equivalent) and minimum 3 years’ experience demonstrating the same
- Working knowledge of related software in the business area offered by partners, competitors, and/or with supported integrations to/from Emburse products with minimum 3 year experience demonstrating the same
- Ability to assess strengths and challenges of individuals and the team as a whole, define areas for success and areas for improvement, while providing effective feedback and constructive criticism to individuals
- Business acumen enabling the Manager to connect their team’s objectives to the goals of the company as a whole, adjust processes and strategies when appropriate and make insightful recommendations to leadership
- Constant embodiment of and advocacy for Emburse’s core values, while instilling the same in direct reports
Why Emburse?
Finance is changing—and at Emburse, we’re leading the way. Our AI-powered solutions help organizations eliminate inefficiencies, gain real-time visibility, and optimize spend—so they can focus on what’s next, not what’s slowing them down.
• A Company with Momentum – We serve 12M+ users across 120 countries, helping businesses modernize
their finance operations.
• A Team That Innovates – Work alongside some of the brightest minds in finance, tech, and AI to solve real-
world challenges.
• A Culture That Empowers – Competitive pay, flexible work, and an inclusive, collaborative environment that
supports your success.
• A Career That Matters – Your work here drives efficiency, innovation, and smarter financial decision-making
for businesses everywhere.
Shape your future & find what’s next at Emburse.
Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.
