ProCare Solutions LLC
About ProcareFor over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children. We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds. A little about the role...Under the direction of the Director of Customer Support, the Supervisor of Payment Processing Support will provide leadership and guidance to the Payment Processing Support team. This position is responsible for overseeing day-to-day operations, coaching staff, and ensuring exceptional service levels are maintained across all customer interactions related to payment processing. The ideal candidate will have strong leadership skills, experience in payment processing systems and risk management, and the ability to drive process improvements aligned with regulatory requirements and business goals.What You Will Do...Lead the daily operations of the Payment Processing Support team to ensure customer inquiries and issues are resolved efficiently and accuratelyMonitor and coach support staff to maintain KPIs (e.g., response time, resolution time, satisfaction scores) with a strong focus on payment-related SLAsServe as the subject matter expert (SME) for payment platforms, including Tuition Express and Hosted Payments, ensuring team members are trained and up to date on best practices and product updatesPartner cross-functionally with Risk & Compliance, Underwriting, Product, and Technical Services teams to triage escalations and resolve complex customer payment issuesFacilitate appropriate documentation and audit tracking of escalated issues, chargebacks, failed payments, ACH returns, and processing outagesSupport compliance with financial regulations, including PCI standards and NACHA guidelinesActively participate in root cause analysis of recurring issues and recommend system or process improvements to prevent recurrenceCoordinate team resources around high-volume periods, deployments, or outages to ensure appropriate coverage and customer impact mitigationLead or participate in cross-departmental initiatives including new payment product launches, feature enhancements, or support content creationEvaluate team performance and provide structured coaching, mentoring, and feedback in alignment with company goalsConduct performance reviews, approve timecards/leave requests, and escalate performance issues to management as neededInterview, onboard, and train new Payment Processing Support team membersLead team huddles, weekly stand-ups, or other meetings to align on support priorities, regulatory updates, and customer trendsEnsure proper messaging during system incidents and downtime, equipping the team with accurate, timely informationOur Ideal Candidate Will Have...Demonstrated experience in payment processing support or fintech customer operationsFamiliarity with ACH, credit card transactions, reconciliation processes, and payment failure/error handlingAbility to coach and develop teams in a fast-paced, compliance-driven environmentStrong communication skills-written, verbal, and interpersonalProven ability to manage escalated customer situations with professionalism and composureExperience navigating tools and platforms such as payment gateways, CRM systems, and ticketing softwareComfortable collaborating with cross-functional stakeholders and technical teamsAnalytical thinker with problem-solving and process improvement experienceDemonstrates emotional intelligence, empathy, and the ability to balance customer needs with business goalsBachelor's degree or equivalent work experience required5+ years' of experience in customer support, with 4+ years' in payment processing or fintech environmentsPrior supervisory or team leadership experience requiredCertifications or coursework in payments, risk, or compliance are a plusWhy Procare?Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for youHSA option with employer contributions of $50/monthVacation time, holidays, sick days, volunteer & personal daysPaid Parental Leave401K Plan with employer match and immediate vestingEmployee Stock Purchase PlanEmployee Discount ProgramMedical, Dependent Care, and Transportation FSA PlansCompany paid Short and Long-Term disability and Life InsuranceRTD EcoPass for all Denver employeesTuition Reimbursement up to $2,000/year and continued Professional DevelopmentFree access to our Employee Assistance Program with 24/7 live supportCasual workplace environmentSome meals providedVoluntary Pet InsurancePrime downtown location close to restaurants and entertainmentPromote from within- excellent career pathsSalary$70,000-$85,000/year DOELocationThis position is based in our Denver, CO office. We are currently in a flexible hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver, CO office a few days a week.