Merchant Operations Team Lead — Hybrid Role

Checkout.com; Ciudad de México; Hybrid; MXN 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Checkout.com in Mexico City is seeking a Team Lead, Merchant Operations to coach and develop roughly seven specialists across Merchant Care and Merchant Configuration, guiding performance against SLOs and SLAs while championing a high-performing, inclusive team.

You will partner with analysts and stakeholders, manage escalations, and ensure readiness for product changes, with a hybrid work pattern requiring three office days per week and alignment to US-market hours when needed.

Qualifications

• Four+ years in customer support, service operations, fintech, or related env.
• Formal people-management experience with coaching and performance management.
• Experience leading teams toward measurable service goals (SLOs/SLAs).
• Strong written and spoken English with cross-functional communication skills.
• People-centered leadership style with good judgment in escalations and performance conversations.
• Able to work from Mexico City office Tue–Thu and support US-market hours when needed.

Responsibilities

• Directly manage and develop specialists across Merchant Care and Merchant Configuration.
• Set clear expectations and establish regular coaching, feedback, and development routines.
• Conduct performance conversations and address issues promptly and fairly.
• Support onboarding, capability building, cross-training, and succession planning.
• Foster an inclusive, collaborative team culture aligned with Checkout.com values.
• Monitor engagement, morale, workload, and coverage; raise risks and coordinate solutions.

Skills

People management

Service-level management

English communication

Analytical mindset

Escalation handling

Stakeholder communication

Team leadership

Tools

CRM system

Ticketing system

Workforce management

Reporting tools

Job description

Checkout.com in Mexico City is seeking a Team Lead, Merchant Operations to coach and develop roughly seven specialists across Merchant Care and Merchant Configuration, guiding performance against SLOs and SLAs while championing a high-performing, inclusive team.

You will partner with analysts and stakeholders, manage escalations, and ensure readiness for product changes, with a hybrid work pattern requiring three office days per week and alignment to US-market hours when needed.