About Relay Payments

Relay Payments is building a modern digital payment network to revolutionize the trucking and logistics industries. Trusted by more than 500,000 drivers, 100,000 carriers, and 2,000 truck stops nationwide, Relay has brought efficiency and automation to an industry historically reliant on cash, checks, and cards. Relay has joined forces with industry leaders like Pilot, Love’s, Maverik, Schneider, Coyote Logistics, Lineage Logistics, and others to provide secure, reliable over-the-road transactions. Founded in 2019, our Atlanta-based fintech includes more than 150 team members and has won awards for product innovation, customer service, and organizational culture. We are a proud sponsor of NASCAR and William Byron from Hendrick Motorsports for 2025. For more information about Relay, visit relaypayments.com.

About The Role

Relay Payments is seeking a proactive and empathetic Customer Support Manager to lead our high-performing support team. The ideal candidate will be a hands-on leader who thrives in a dynamic, customer-first environment. This role oversees a team of Customer Support Associates and an Overnight Team Lead across three shifts (Morning, Evening, and Overnight), ensuring that we meet our service level commitments while fostering a culture of collaboration, accountability, and continuous improvement. You’ll partner closely with Product and other internal teams to ensure readiness for feature releases and process updates, while championing the voice of the customer across the organization.

• Lead, motivate, and support a team of Customer Support Associates and a Team Lead, ensuring high morale and performance across all shifts.
• Conduct recurring stand-ups to communicate process and product changes and align the team on best practices.
• Provide real-time coaching, constructive feedback, and recognition to team members.
• Champion individual growth and support Relay’s CS Leads Initiative to develop internal talent.
• Own and manage the Customer Support scheduling process, ensuring 24/7 coverage and appropriate PTO approvals.
• Monitor team adherence to SLAs, and proactively jump into calls, emails, and portal chats during high-volume periods.
• Handle escalated customer interactions with professionalism, empathy, and efficiency.
• Field internal questions on product features and processes, acting as a subject matter expert and point of contact.
• Serve as the primary liaison between Customer Support, Operations, Product Support and Product to prepare the team for upcoming launches or changes.
• Ensure customer insights and feedback are shared with Product, Engineering, and Design to improve the customer experience.
• Own and distribute a weekly Customer Support performance report to company executives.
• Highlight key metrics, trends, issues, and action items, offering insights and recommendations for improvement.

About You

• 2+ years of experience in customer support leadership, preferably in a fast-paced or tech-driven environment.
• Demonstrated success in managing teams across multiple shifts or time zones.
• Exceptional communication skills and the ability to translate complex changes into simple, actionable instructions.
• Strong collaboration skills and a track record of effective cross-functional partnership.
• Experience handling customer escalations and maintaining high satisfaction in high-pressure situations.
• Proficiency with support platforms (e.g., Zendesk, Intercom), and comfort with data tools for reporting and analysis.
• Passion for team development, customer experience, and continuous improvement.

Our Core Values

• Invent the Future - We embrace the spirit of invention, the idea that there’s always a better way. Together we dream big, fail fast, drive forward, and find creative solutions where others see roadblocks. We prize grit, resilience and speed as we work to transform our industry and to move it into the future.
  
  
• Own the Work - Our work is a source of personal pride and fulfillment. We’re here because we relish a challenge and enjoy the exercise of proactively identifying and solving problems. We understand the power of accountability and are in constant pursuit of “more and better” for our customers, our partners and ourselves.
  
  
• We’re in it Together - We’re all in, committed to, and driven by our shared ambition and vision; we understand that alignment and collaboration are imperative. We set aside our ego to actively sync with one another, becoming greater than the sum of our parts. We are consistently open and generous with information, clear, concise and direct in our communication.

Why Relay Payments

• This is a game-changing chance to join one of Atlanta’s best-funded, most well-positioned fintech start-ups.
• We are generously sharing equity in the company - everyone’s an owner!
• We invest in your future with our 401K match program and dedicated personal/professional development funds.
• Do what’s best for your mental, physical and emotional health with our “Be Reasonable” PTO policy.
• We offer competitive benefits including medical, dental and vision insurance.
• And lots, lots more!

Relay Payments is an equal opportunity employer. At Relay Payments, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.