Product Support Lead
Freedompay
Product, Customer Service
Philadelphia, PA, USA
Posted on Oct 28, 2025
The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay’s robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.
The Product Support Lead is responsible for managing the day-to-day escalations from Technical Support and ensuring customers receive exceptional service and technical assistance through the customer's life cycle journey. This role acts as a bridge between customers, the support team, and internal departments such as Product Management, Engineering, and QA to resolve complex issues, improve product quality, drive customer adoption of products and enhance customer satisfaction.
Location
- This role is onsite in a hybrid capacity out of our office in Philadelphia, PA or Las Vegas, NV.
Responsibilities
- Handle escalations and complex product issues, providing expert-level troubleshooting and driving resolution both internally and externally.
- Develop and maintain support documentation, FAQs, internal knowledge bases, and L2 training documentation
- Coordinate with wider global support team to ensure escalation coverage 24/7 and consistent processes
- Support ISV go live efforts from certification into production
- Participate in client training, lab testing and production POC's
- Serve as a primary technical contact for high-priority customer incidents or product issues.
- Ensure customers and internal stakeholders are proactively updated on case progress and resolution timelines; accountability for overall resolution of key customer issues
- Collect customer feedback to identify opportunities for product enhancement in features and useability
- Partner with Product and Engineering teams by reporting development issues, prioritize fixes, and participate in product release cycles.
- Collaborate with the Quality Assurance and Product teams to ensure the support team is prepared for new features and updates.
- Continuously evaluate and improve support processes and tools for efficiency and scalability.
- Analyze support metrics and customer feedback to identify trends and propose solutions.
- Provide onsite support as required for critical issues, product launches or customer initiatives
- Perform other related tasks as assigned.
Required Skills and Experience
- Bachelor’s or technical degree in computer-related fields relevant to retail and hospitality, or equivalent work experience.
- 3–5 years of experience in product or technical support, preferably in the hospitality industry.
- Strong technical background supporting enterprise customer environments with expertise in POS platforms, Oracle Solutions(Strongly Preferred)
- Ability and willingness to quickly learn new technologies and POS systems.
- Solid understanding of POS customer components, including network troubleshooting
- Experience translating business requirements to technical teams
- Strong analytical, problem-solving, organizational, and time management skills.
- Excellent oral, written, and interpersonal communication skills.
- High attention to detail with the ability to manage multiple deadlines and shifting priorities.
- Flexible schedule, strong work ethic, and reliable follow-through.
- Experience with terminal hardware and troubleshooting (preferred).
- Some travel may be required.
We have offices in Philadelphia, Las Vegas, and London, and employ individuals across 16 different states and 7 different countries. All roles are hybrid, meaning that employees may work remotely but should expect periodic travel to an office. Frequency will vary pending your role and responsibilities.
As the fastest growing commerce company in the industry, we offer the opportunity for tremendous upward mobility within the company as well as development and professional growth opportunities. FreedomPay's fulltime roles provide exceptional benefits including medical, prescription, dental and vision coverage, Life Insurance, Retirement Plans with company match, commission sharing plan, flexible hybrid working environment, and great parental and other leave programs. All positions must be able to successfully pass a background check as well as a credit check.
FreedomPay is an Equal Opportunity Employer, including Disability/Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.