Manager of Merchant Support

Job Summary

A company is looking for a Manager, Merchant Support.

Key Responsibilities

• Lead and develop the Merchant Support team, setting performance expectations and accountability standards
• Own the end-to-end escalation framework and partner with Product and Engineering for prioritization
• Oversee operational excellence and systems optimization, including queue strategy and AI tooling adoption

Required Qualifications

• 5+ years in SaaS support, customer operations, or merchant-facing roles
• 3+ years of people management experience, ideally leading managers or senior ICs
• Proven experience in influencing Product and Engineering prioritization
• Strong understanding of escalation management and prioritization frameworks
• Experience with help desk platforms, CRM systems, and project management tools