Technical Customer Experience Manager - Clover
Core
Deliver 2nd level technical support, troubleshooting, and root cause analysis for SaaS platforms and payment terminals to improve merchant experience and retention.
Role type
Senior IC technical customer experience manager (payments/SaaS)
Builds
Clover SaaS platforms and payment terminals for small-business merchants
Domain
Fintech, payments, small business
Deliverable
client delivery
Required skills
SaaS platform knowledge, payment terminal ecosystems, SQL, Salesforce, transaction data analysis, chargeback trend analysis, stakeholder management, product optimization, training delivery
Preferred skills
Cross-functional collaboration, process improvement, commercial opportunity identification
Technologies
Salesforce, Excel, SaaS platforms, payment terminals
Responsibilities
Diagnose and resolve escalated technical issues regarding transactions, settlement, and funding; manage terminal provisioning and lifecycle; support merchant onboarding and training; analyze merchant activity to identify root causes and recommend process changes; drive communications to improve satisfaction and retention; maintain accurate case records in CRM.
Seniority
Senior, hands-on IC