Job Description

CompanyProfile



PriorityTechnology Holdings, Inc. (NASDAQ: PRTH), headquartered in Alpharetta,Georgia USA, with its India office in Chandigarh, builds state-of-the-artfintech products powering modern commerce.



We providea unified platform for Banking & Payments across SMB, B2B, and Enterprisesegments. Our mission is to help businesses collect, store and move moneyseamlessly through new-age digital payment solutions.



We are anemployee-first organization focused on professional growth, continuouslearning, and a positive work environment based on mutual respect andcollaboration.




About the Role:



TheAssistant Manager will support day-to-day operational management of theCustomer Success & Support team. This role focuses on
teamsupervision, SLA performance, quality assurance, stakeholder coordination,and operational excellence , ensuring high-quality customerexperience for Passport, MXC/MXM, Prisma AMC, Letus, and other Priorityplatforms.



This position requires a 6-day work schedule. Monday to Friday will beWork-From-Office (WFO), while Saturday or Sunday will be Work-From-Home(WFH). The 6th-day working will be compensated as per company guidelines.


Team & Operational Management

• Supervise a team of Analysts and Senior Analysts across multiple shifts.

• Manage daily workflow distribution, queue monitoring, and SLA adherence.

• Ensure consistent achievement of KPIs such as AHT, ASA, FCR, Quality, and Productivity.

• Conduct daily huddles, WBRs, and performance trackers to maintain operational discipline.




Quality, Training & Process Excellence

• Perform QA audits, coach team members, and ensure 100% compliance with SOPs.

• Identify skill gaps and coordinate training, refresher modules, and knowledge-base updates.

• Drive continuous improvements across processes to reduce errors, escalations, and rework.




Stakeholder & Escalation Handling

• Manage merchant escalations, critical incident follow-ups, and cross-functional communication.

• Collaborate with Product, Engineering, Compliance, PayOps, and Risk to resolve issues.

• Support leadership in building decks, executive summaries, and customer-impact analyses.




Reporting & Governance

• Maintain daily/weekly performance MIS, dashboards, and operational insights.

• Monitor capacity planning, schedule adherence, shrinkage, and workforce optimization.

• Prepare reports for leadership reviews, audits, and compliance requirements.




Requirements

• Bachelor's degree; preference for Finance, Business, or Technology domains.

• 4+ years of customer support or fintech operations experience.

• 1-2 years of experience leading teams (Senior Analyst / TL / Acting TL / AM).

• Strong understanding of U.S. fintech, payments, banking workflows (ACH, KYC/CIP, debit cards, funding, disputes, etc.).

• Proficiency with dashboards, Excel/Sheets, reporting tools, and ticketing systems.

• Excellent communication, decision-making, and people-management skills.



Thisposition requires a 6-day work schedule. Monday to Friday will beWork-From-Office (WFO), while Saturday or Sunday will be Work-From-Home(WFH). The 6th-day working will be compensated as per company guidelines.