Our client is seeking a Merchant Care Lead to manage and lead a Merchant Care team supporting transactional lending and banking processes on behalf of merchants. The team handles escalated merchant cases, product issues, disputes, credit furnishing, and compliance adherence.
As a Merchant Care Lead, you will manage a group of passionate and motivated service professionals to achieve targets and deliver excellent merchant experiences. You will coach, develop, and guide your team in resolving complex inquiries and processing exception cases with accuracy and timeliness. Additionally, you will oversee sensitive escalations, take ownership of difficult issues, and lead by example to uphold high service standards.
YOU WILL:
- Manage a team of Product Support Specialists in a hyper-growth environment, including handling escalations, filing bugs, reporting key metrics, and assisting with tickets when needed.
- Drive employee engagement and foster a high-performance culture through effective performance management, coaching, and development.
- Oversee performance metrics across multiple channels, including merchant satisfaction, productivity, and service levels.
- Partner with recruiting to hire candidates and coordinate with training teams for onboarding, ongoing learning, and workload allocation.
- Establish and maintain a positive and inclusive work culture by hosting events, talks, trainings, and regular team routines.
- 6+ years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar roles.
- 2+ years of experience in operations or client success people management at the lead level; experience in financial services, fintech, or complex operational roles is preferred.
- Self-starter with strong sense of urgency, accountability, and attention to detail, thriving in a fast-paced environment.
- Forward-thinking approach with strong problem-solving skills to align internal and external teams on shared goals.
- Experience working with major e-commerce platforms (Shopify, WooCommerce, etc.) or exposure to web development concepts.
- Ability to remain composed under pressure and act as a role model when results are challenging.
- Strong merchant empathy and service-oriented mindset.
Work Flexibility
We give you the opportunity to adjust your work to your lifestyle. We offer flexible hours as well as the possibility of remote or hybrid work, depending on the role and your preferences.
Basic Benefits Package
We care about the health and well-being of our employees – we provide private medical care, a MultiSport card, and life insurance.
Development on Your Terms
We provide an individual development budget that you can use for your professional growth. As a Lumina Learning partner, we also give you access to unique tools and the support of certified practitioners, so you can better understand your potential and strengthen your talents.
Integration and Shared Experiences
We regularly enjoy new experiences together and build relationships in an inspiring atmosphere. From cooking sessions, through yoga weekends in nature, to the thrill of escape rooms.
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