Position Overview We are looking for a dedicated and service-oriented Merchant Support Supervisor to support the daily operations, development, and success of our Merchant Support team. In this role, you will work closely with team members, management, and the Merchant Support Director to ensure employees have the training, guidance, and resources they need to deliver exceptional merchant experiences. The Merchant Support Supervisor will play an active role in monitoring service level agreements (SLAs), supporting workflow management, identifying training opportunities, and helping the team maintain consistent service standards across Client Service and Technical Services. This position requires a hands-on approach, with the flexibility to step into daily support tasks when workloads increase or the team needs additional assistance. The ideal candidate is an approachable leader who promotes teamwork, encourages employee development, and helps create a positive and productive work environment while supporting departmental goals. Key Responsibilities Provide day-to-day guidance, coaching, and support to Merchant Support team members, helping ensure they have the knowledge, tools, and confidence needed to perform their roles effectively. Partner with the Merchant Support Manager and Director to identify training needs, reinforce existing processes, and support ongoing employee development and departmental training initiatives. Monitor daily workflows, including inbound calls, tickets, and other support requests, to help ensure timely responses and adherence to established SLAs. Review team performance metrics, including response times, ticket volume, missed SLAs, call volume, average handle time (AHT), and customer satisfaction (CSAT), to identify trends and opportunities for improvement. Conduct regular check-ins, provide constructive feedback, and reinforce best practices to support team performance, accountability, and professional growth. Assist with job shadowing and ongoing training for new and existing team members in partnership with management and Talent & Training. Identify knowledge gaps, recurring challenges, and process improvement opportunities, communicating observations and recommendations to the Merchant Support Manager and Director. Serve as an approachable point of contact for team members who need assistance with merchant inquiries, system navigation, troubleshooting, or internal processes. Assist with escalated merchant concerns by helping investigate issues, coordinate with the appropriate departments, and support timely and effective resolutions. Provide guidance on technical issues involving payment terminals, POS systems, payment gateways, software applications, and third-party integrations. Assist Technical Services team members with troubleshooting transaction issues, equipment functionality, system configurations, connectivity, and integration-related concerns. Collaborate with internal teams, vendors, and technology partners to investigate technical issues, communicate findings, and support effective resolutions. Support management with attendance tracking, scheduling needs, performance documentation, and other team-related administrative responsibilities as needed. Assist with the review and processing of refunds or other account-related requests, ensuring actions align with company policies and established approval procedures. Support initiatives designed to improve merchant satisfaction, strengthen retention, reduce avoidable cancellations, and enhance the overall merchant experience. Partner with departments such as Deployment, Sales, Underwriting, Risk Management, and other support teams to help resolve merchant concerns and improve cross-departmental communication. Reinforce compliance with applicable payment processing requirements, card brand rules, company policies, and established departmental procedures. Perform other duties and provide hands-on operational support as needed to meet the evolving needs of the department. Qualifications and Skills Previous experience in customer service, merchant services, payment processing, technical support, or a related support environment. Prior leadership, supervisory, mentoring, or team coaching experience preferred. Strong communication, interpersonal, and problem-solving skills. Ability to provide constructive feedback and support employee development in a professional and approachable manner. Strong organizational skills with the ability to prioritize competing responsibilities in a fast-paced environment. Understanding of service level agreements (SLAs), workflow management, customer service metrics, and quality expectations. Familiarity with payment terminals and third-party integrations preferred. Ability to analyze performance trends, identify gaps, and communicate practical recommendations for improvement. Proficiency in navigating business systems, CRM platforms, ticketing systems, and reporting tools. Ability to remain hands-on with daily responsibilities while balancing team support and operational oversight. A proactive, dependable, and team-oriented approach to leadership, with a commitment to delivering exceptional merchant experiences.

Pay:

$35,000.00 - $50,000.00 per year

Work Location:

In person