Merchant Support Lead | Hybrid

Randstad Canada; Markham; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading staffing and consulting company is looking for a dynamic Team Lead to join their Merchant Success team. The role emphasizes strong leadership and technical acumen, guiding a team to resolve complex merchant account issues and enhance the client experience. Ideal candidates will have a minimum of 3 years of experience in merchant account support, with leadership capabilities, and excellent communication skills.

Benefits

Competitive compensation and benefits package

Career advancement opportunities

Collaborative team culture

Qualifications

• Minimum of 3 years experience in merchant account support or financial services.
• 1-2 years of leadership experience in a relevant role.
• Exceptional communication skills for technical issues.

Responsibilities

• Supervise and mentor the Merchant Success Specialists.
• Manage operations to meet service level agreements.
• Act as the primary contact for escalated merchant account challenges.

Skills

Merchant account support

Payment gateways

API integrations

Leadership

Analytical skills

Job description

Overview

We are seeking a dynamic and experienced Team Lead to join the Merchant Success team. In this pivotal role, you will be responsible for nurturing and growing a team dedicated to providing exceptional support to our merchant partners across account management, system integrations, and payment solutions. This position requires a blend of strong leadership and deep technical acumen, as you will guide your team in resolving complex issues related to merchant accounts, payment processing, and system connectivity. Your ultimate goal will be to ensure merchants receive precise, timely, and dependable support, fostering their business growth and strengthening their loyalty.

Responsibilities

• Supervise, mentor, and foster the professional growth of Merchant Success Specialists.
• Manage daily operations, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met.
• Act as the primary point of contact for escalated merchant account challenges, including but not limited to:
  • Payment gateway and processor malfunctions
  • API or point-of-sale (POS) integration difficulties
  • Settlement discrepancies, reconciliation processes, and reporting
  • Chargebacks, dispute resolution, and transaction failures
  • Merchant billing inquiries
• Analyze and pinpoint recurring trends in merchant account issues, collaborating with product development and technology teams to implement sustainable solutions.
• Work cross-functionally to optimize the merchant onboarding process, account setup, and overall client experience.
• Monitor and evaluate merchant feedback to enhance retention and satisfaction rates.
• Offer direct support during high-demand periods or for particularly intricate escalations.

Qualifications

• A minimum of 3 years of experience in merchant account support, the payments industry, or financial services.
• At least 1-2 years of leadership experience (e.g., team lead, supervisor, or similar capacity).
• Comprehensive knowledge of:
  • Payment gateways and processors
  • API integrations and troubleshooting methodologies
  • Settlements, reconciliation practices, and reporting procedures
  • Chargebacks and dispute resolution processes
• Exceptional communication skills, with the ability to articulate technical issues clearly to both merchants and internal stakeholders.
• Prior experience in SaaS, hospitality, or payments software is a valuable asset.
• Demonstrated ability to effectively manage multiple priorities in a fast-paced work environment.

Benefits

• A competitive compensation and comprehensive benefits package.
• Ample opportunities for career advancement and professional development.
• A collaborative, supportive, and engaging team culture.
• The chance to directly impact the merchant experience and contribute to improved retention.

Summary

We are seeking a dynamic and experienced Team Lead to join the Merchant Success team. In this pivotal role, you will be responsible for nurturing and growing a team dedicated to providing exceptional support to our merchant partners across account management, system integrations, and payment solutions. This position requires a blend of strong leadership and deep technical acumen, as you will guide your team in resolving complex issues related to merchant accounts, payment processing, and system connectivity. Your ultimate goal will be to ensure merchants receive precise, timely, and dependable support, fostering their business growth and strengthening their loyalty.

If you feel that this role is interesting, and your profile is a good fit, I\'d love to hear from you! The best and fastest way to get a response is to submit your updated resume to
[e-mail] & [e-mail]

About Randstad Canada EEO and Accessibility

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. We are committed to developing and implementing strategies to increase equity, diversity and inclusion within the workplace by examining our policies, practices, and systems throughout the lifecycle of our workforce, including recruitment, retention and advancement for all employees. We are dedicated to positive actions to ensure everyone has full participation in the workforce, especially equity-seeking groups who are underrepresented in Canada’s workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities; and members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting accessibility needs throughout the employment lifecycle. If you require accommodations, please identify them by emailing [e-mail] to ensure your ability to participate in the interview process.