Supervisor, Merchant Services
Core
Lead and develop a cross-functional team of Business Relationship Specialists and Onboarding Specialists to manage inbound queues, refunds, proactive merchant engagement, and onboarding oversight.
Role type
Operations Team Leader (Merchant Services)
Builds
Merchant relationship management workflows, refund resolution, and proactive engagement programs
Domain
Financial Services / Merchant Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, data-driven coaching, conflict resolution, process improvement, cross-functional partnership, priority management, stakeholder communication
Preferred skills
Experience in operations or service environments, ability to jump into complex escalations, adaptability to changing business needs
Technologies
Performance data tools, queue management systems, CRM platforms
Responsibilities
Set clear performance expectations and hold the team accountable to service levels and quality standards; Coach team members using performance data to identify trends and close gaps; Develop Senior Specialists to own high-impact work like chargeback resolution and partner escalations; Drive proactive merchant outreach programs; Lead by example during high-volume periods or complex escalations; Partner with Onboarding, Risk, and WFM leaders to align coverage and priorities
Seniority
Mid-level Manager, hands-on leadership
