Merchant Services Team Lead

TEEMA Solutions Group; Markham; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading technology firm in Canada is seeking a Merchant Support Team Lead to oversee a team assisting merchant partners with account issues and payment solutions. You will lead the team to ensure reliable support, handle escalated issues, and work on improving overall merchant experience. The ideal candidate has over 3 years’ experience in merchant support, strong knowledge of payment gateways, and excellent communication skills. Competitive compensation and career growth opportunities are provided.

Benefits

Competitive compensation and benefits package

Career development opportunities

Collaborative team environment

Qualifications

• 3+ years of experience in merchant account support, payments, or financial services.
• 1–2 years of leadership experience.
• Excellent communication skills to explain technical issues.

Responsibilities

• Lead, coach, and develop a team of Merchant Support Specialists.
• Oversee daily operations and ensure SLAs and KPIs are met.
• Handle escalated merchant account issues.

Skills

Merchant account support experience

Leadership experience

Technical troubleshooting

Communication skills

Knowledge of payment gateways

Understanding of API integrations

Job description

Jonas Software is seeking a Merchant Support Team Lead to oversee a team supporting our merchant partners with their accounts, integrations, and payment solutions. In this role, you’ll balance people leadership with hands‑on technical expertise—guiding your team through escalated merchant account issues, payment processing challenges, and system integrations. Your goal: ensure merchants receive reliable, accurate, and timely support that strengthens their business and loyalty.

What You’ll Do

Lead, coach, and develop a team of Merchant Support Specialists.

Oversee daily operations and ensure SLAs and KPIs are consistently met.

Handle escalated merchant account issues, including:

• Payment gateway and processor errors
• API or POS integration issues
• Settlement discrepancies, reconciliation, and reporting concerns
• Chargebacks, disputes, and transaction failures

Identify and analyze recurring merchant account trends, working with Product and Technology teams to implement long‑term fixes.

Partner with cross‑functional teams to improve onboarding, merchant account setup, and overall experience.

Monitor and review merchant feedback to improve retention and satisfaction.

What We’re Looking For

3+ years of experience in merchant account support, payments, or financial services.

1–2 years of leadership experience (team lead, supervisor, or similar).

Strong knowledge of:

• Payment gateways and processors
• API integrations and troubleshooting
• Settlements, reconciliation, and reporting
• Chargebacks and dispute resolution

Excellent communication skills to explain technical issues clearly to both merchants and internal stakeholders.

Experience in SaaS, hospitality, or payments software is an asset.

Ability to manage multiple priorities in a fast‑paced environment.

Why Join Jonas?

• Competitive compensation and benefits package
• Career development and growth opportunities
• Collaborative, supportive team environment
• Opportunity to directly shape the merchant experience and improve retention

If you’re a natural leader with deep merchant account expertise and a passion for helping clients succeed, we’d love to hear from you!