Merchant Support Supervisor

Job Summary

A company is looking for a Merchant Support Supervisor to lead a team providing exceptional support to merchants in payment processing and related services.

Key Responsibilities:

• Supervise and mentor a team of merchant support specialists, managing performance metrics and ensuring high-quality service
• Oversee resolution of merchant inquiries related to payment reporting, transaction reconciliation, and technical troubleshooting
• Collaborate with internal teams to resolve issues, improve processes, and prepare the support team for new product rollouts

Qualifications:

• 3-5 years of experience in merchant services, payments, or fintech, with 1-2 years in a supervisory role
• Strong knowledge of the payment processing lifecycle, including authorization, settlement, and chargebacks
• Experience with payment terminals and troubleshooting procedures
• Familiarity with CRM and support platforms, as well as data/reporting tools
• Proven ability to lead teams and manage performance effectively