Gateway Support Overnight Team Lead

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One. As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other. Job Description Gateway Support Overnight Team Lead (Fully Remote) Lead a team that keeps critical payment and gateway systems running around the clock. As an Overnight Team Lead within Gateway Support, you'll serve as the primary leadership presence during overnight operations, helping Tier 1 and Tier 2 support teams deliver exceptional service while troubleshooting complex technical issues, monitoring system performance, handling escalations, and supporting service continuity across a 24/7 environment. This role is ideal for someone who combines strong technical troubleshooting skills with leadership experience and enjoys coaching others while maintaining operational excellence in a fast-paced support environment. What You'll Do Serve as the overnight leader supporting Gateway Support operations Monitor support queues and service metrics Provide real-time guidance and support to Tier 1 and Tier 2 agents Handle escalated customer and operational issues Coordinate outage response activities and escalation processes Open and manage support tickets with internal escalation teams Identify coaching opportunities and support employee development Partner with supervisors to maintain service level objectives Help drive operational efficiency and customer satisfaction What We're Looking For Required Leadership or team lead experience Technical support, help desk, IT support, telecommunications support, or similar technical troubleshooting background Experience supporting customers through technical issues Strong analytical and problem-solving skills Ability to work independently and make decisions in a low-resource overnight environment Excellent communication skills Preferred Call center leadership experience Escalation management experience Financial services support experience Payment technology, POS, gateway, or merchant services knowledge Experience coaching or mentoring employees Queue management and workforce support experience Schedule Sunday through Wednesday 8:00 PM - 6:00/6:30 AM Mountain Time Four 10-hour shifts (4x10 schedule) Equivalent time zones: Central: 9:00 PM - 7:00/7:30 AM Eastern: 10:00 PM - 8:00/8:30 AM k If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants . Benefits: Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following: Healthcare (medical, dental, vision) Basic term and optional term life insurance Short-term and long-term disability Pregnancy disability and parental leave 401(k) and employer-funded retirement plan Paid vacation (from two to five weeks depending on salary grade and tenure) Up to 11 paid holiday opportunities Adoption assistance Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law Review our full benefits available by employment status here . U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law. E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program . The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $29.23 - $38.94 U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures. Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies. Posting may be closed earlier due to high volume of applicants.