Merchant Support Team Lead

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

Job summary

A leading software provider in Markham, ON seeks a Merchant Support Team Lead to guide a team handling merchant account support and payment solutions. The ideal candidate has 3+ years in merchant account support and leadership, ensuring merchants receive timely and accurate support. This role emphasizes customer satisfaction and operational excellence.

Qualifications

• 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.

Responsibilities

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

Skills

Merchant account support

Leadership experience

Payment gateways knowledge

Excellent communication skills

SaaS experience

Job description

Job Description:

Merchant Support Team Lead at Jonas Software - Jonas Club in Markham, ON

THE COMPANY

Jonas Software is the valued technology partner of over 40,000 customers worldwide in more than 15 countries. Jonas employs over 1,500 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the TSX (CSU.TO).

POSITION

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.

JOB RESPONSIBILITIES:

• 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.
• 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.
• Provide direct support during high-volume periods or complex escalations.

JOB QUALIFICATIONS:

• 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, and 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.

About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.