Merchant Operations Team Lead: People & Performance

Checkout Ltd; Ciudad de México; Hybrid; MXN 900,000 - 1,300,000; Full time

Job summary

Checkout.com is seeking a Team Lead, Merchant Operations to guide roughly seven specialists across two teams for the US market. The role centers on people leadership, coaching, and delivering against service levels with a focus on team health and operational performance.

You will partner with analysts and stakeholders to deepen process expertise, while avoiding sole technical ownership. This hybrid role requires in-office presence in Mexico City several days a week.

Qualifications

• Formal people-management experience with coaching, feedback, and development.
• Experience leading teams against measurable service goals (SLOs/SLAs).
• Strong written and spoken English for cross-functional collaboration.
• Structured, metrics-oriented leadership with solid judgement in escalations.
• Available to work from Mexico City office Tue–Thu and support US hours when needed.

Responsibilities

• Directly manage and develop Merchant Care and Merchant Configuration specialists.
• Set expectations, coach regularly, and conduct performance conversations.
• Monitor engagement, workload, and coverage; communicate risks and plans.
• Provide weekly performance updates with trends and mitigation actions.
• Coordinate with analysts and partner teams on escalation handling and process improvements.
• Ensure consistent ways of working across teams without owning every technical detail.

Skills

People leadership

Coaching & development

Performance management

Stakeholder communication

Metrics-driven decision making

Tools

CRM systems

Ticketing tools

Workforce management tools

Job description

Checkout.com is seeking a Team Lead, Merchant Operations to guide roughly seven specialists across two teams for the US market. The role centers on people leadership, coaching, and delivering against service levels with a focus on team health and operational performance.

You will partner with analysts and stakeholders to deepen process expertise, while avoiding sole technical ownership. This hybrid role requires in-office presence in Mexico City several days a week.