Team Lead, Merchant Operations
Core
Lead a team of ~7 specialists in Merchant Care and Configuration to ensure service levels and quality for US-market merchants.
Role type
Senior people leader (Team Lead)
Builds
Merchant support and configuration services for Checkout.com merchants
Domain
Fintech / Payments / SaaS
Deliverable
client delivery
Required skills
People leadership, performance management, team development, SLO/SLA monitoring, stakeholder communication, escalation management, operational data analysis
Preferred skills
Merchant support leadership, multi-workflow management, ticketing/CRM/WFM tools, payments lifecycle knowledge, distributed team management
Technologies
Ticketing systems, CRM, workforce management tools, reporting tools
Responsibilities
Coach and develop team members, monitor team performance against SLOs/SLAs, act as escalation point for complex merchant issues, partner with senior analysts on technical/process expertise, manage performance conversations and succession planning
Seniority
Senior, hands-on IC with people leadership
