Lead, mentor, and develop the Merchant Support and Technical Support teams to ensure high performance and professional growth.
Oversee resolution of complex merchant issues and ensure compliance with SLAs.
Collaborate with internal teams (Risk, Underwriting, Product, Engineering) to manage escalations and improve processes.
Monitor team performance metrics and implement strategies to enhance merchant satisfaction.
Drive improvements in merchant experience by monitoring NPS trends, analyzing feedback, and implementing targeted action plans to increase satisfaction and loyalty.
Manage reporting and analytics to provide visibility to leadership and identify trends.
Participate in initiatives for fraud prevention, compliance, and operational efficiency.
Ensure adherence to PCI compliance and industry best practices.
Contribute to process improvement projects and support system enhancements.
Flexibility to travel for work assignments when necessary.
Willingness to participate in the on-call schedule for after-hour support as assigned by leadership.

3–5+ years of experience in merchant services, payments, or fintech industry.
Proven experience managing a support team or leading operational functions.
Strong understanding of payment processing workflows (authorization, settlement, chargebacks).
Experience with strategic planning and process optimization.
Familiarity with leveraging AI tools to streamline workflows and support decision-making.

Customer Experience Manager

Key skills