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.