Customer Engagement Manager

Location:   Corporate Office – Scottsdale, Arizona 85258
Reports To:  Senior Manager, Projects & Engagement
Department:   Customer Engagement
Date:   November 1, 2022

Equinox Payments is one of the largest US providers of electronic payment solutions and value-added services at the point-of-transaction. The company delivers a full suite of high security, end-to-end electronic payment products and services. Equinox is currently looking for a Manager for the company’s Customer Engagement Department located in Scottsdale, Arizona.

The Customer Engagement Manager requires a customer service professional who is responsible for managing the day to day activities for a team of Customer Support Specialists. This team has specialists who work in the Equinox Scottsdale and Toronto offices and provide technical support to Equinox customers via phone, email, or occasionally face-to-face. As the manager you make sure that your team is able to meet customer needs by assigning individuals to customer projects, making recommendations on how to resolve customer issues, troubleshooting problems, and answering complaints.


  1. Manages Customer Support Specialist Team
    • 1.1. Implements and monitors work schedules for the team
    • 1.2. Assign specialists to customers and customer projects
    • 1.3. Conducts regular meetings or other communications to promote staff focus and performance
    • 1.4. Conducts regular one on one meetings with each team member to review performance, provide coaching, and review status of assigned projects/customers
    • 1.5. Provides training and instruction on new products or enhancements
    • 1.6. Identifies and implements process improvement when needed to improve customer service
    • 1.7. Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
    • 1.8. Compiles customer and project status report
  2. Sales Interaction
    • 2.1. Provides regular project and customer status updates to the Head of Sales
    • 2.2. Attends regular meeting with the Head of Sales to discuss current customer status, new customers, and upcoming projects
    • 2.3. Manages technical training for new sales hires
    • 2.4. Is the primary escalation point for customer issues
    • 2.5. Assists the sales team with gathering customer requirements for product enhancements and facilitate the definition of project scope, goals and deliverables
  3. Product Responsibilities
    • 3.1. Attends product quality meeting to provide status of in field corrective actions and report new in-field issues as reported by customers
    • 3.2. Provides product improvement feedback to the Product Manager which may come from customers or the support team
    • 3.3. Maintains regular communication with operations concerning customer reporting for product repair services
  4. Engineering Interaction
    • 4.1. Provides detailed reports of customer incidents to the engineering teams (hardware and software) to be researched
    • 4.2. Ensures that each customer incident reported by the team has the customer environment, troubleshooting and steps to reproduce

IDEAL SKILL SET (Desired experience, knowledge, skills, abilities and education):

  • Excellent planning, organization & prioritization skills, with the ability to manage several projects concurrently
  • Strong organizational and time management skills
  • Excellent problem solving and analysis skills
  • Self-starter, highly motivated individual that works well in a team environment
  • Demonstrates excellent verbal and written communication skills with customers and internal resources
  • Superior Time Management skills
  • Ability and willingness to travel as needed
  • Experience in POS and/or payment products and software is a bonus
  • Proficient in Salesforce and bug-tracking software (such as JIRA)
  • Proficient in Microsoft Windows and Office Suite of products
  • Work is non-routine and complex, involving the use of advanced technical/business skills in area of specialization
  • Demonstrates excellent customer service skills


  • A minimum of five years of experience managing a technical customer support team
  • A minimum of 8 years of experience in a technical customer support environment
  • Bachelor’s degree in business is preferred


  • Not applicable


  • Typically not more than 5%

The duties and responsibilities listed in this job description are not comprehensive and are subject to change without notice. Providing an employee with a copy of this job description does not constitute a guarantee of employment, nor does it guarantee employment for any specific duration.

The physical demands described here are representative of those which must be met by an employee to successfully perform the duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these duties.

If you are interested, please complete the form below.

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