Manager, Merchant Care

Job Summary

A company is looking for a Manager, Merchant Care to lead a team focused on proactive outreach and complex escalations in a remote setting.

Key Responsibilities

• Oversee and support a Merchant Care team addressing high-impact escalations
• Drive the evolution of a proactive support model to identify and assist at-risk merchants
• Analyze data and trends to inform decision-making and improve merchant experiences

Required Qualifications

• Minimum of 5 years in Contact Center or Customer Service Operations
• At least 3 years in a leadership or management role
• Bachelor's Degree preferred in Business Management, Communications, Supply Chain, or Operations Management
• Experience with customer service operations and escalation management
• Proficiency in technology and tools used in customer support environments