Program Manager (Submerchant Portfolio)

Solera Corporation; México; A distancia; USD 50,000 - 80,000; Jornada completa

Descripción de la vacante

Solera Corporation is seeking a Program Manager for its Submerchant Portfolio in Mexico. The role entails managing technical support for sub-merchants, resolving issues, and providing service continuity. Ideal candidates will have experience in the fintech or SaaS industries, strong communication skills, and a proactive approach to improvements.

Formación

• At least 2 years of experience in technical support within a tech or payments company.
• 5 years of project management experience.
• Good understanding of payment hardware, integration, and troubleshooting.

Responsabilidades

• Assist sub-merchants with portal navigation, report generation, issue resolution.
• Escalate problems to relevant teams and recommend upgrades.
• Provide consultation or product assessments to prospective clients.

Conocimientos

Project Management

Technical Support

Payment Hardware Integration

Communication Skills

Interpersonal Skills

Proactivity

Descripción del empleo

Program Manager (Submerchant Portfolio) page is loaded

Program Manager (Submerchant Portfolio)

Apply locations: Virtual, Mexico | Time type: Full time | Posted on: Posted 6 Days Ago | Job requisition id: JR-017612

Program Manager Sub Merchant Portfolio Mexico

Who We Are

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. We also provide products and services to protect assets such as homes and digital identities. Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an innovative culture dedicated to delivering future-ready solutions through cognitive answers, insights, algorithms, and automation. For more information, visit solera.com.

The Role

This role is remote. We seek a highly motivated individual with experience in merchant services/IT support, capable of managing multiple priorities calmly under pressure. As a Payment Software Support Manager, you will serve as a primary contact for our sub-merchants, support, and onboarding teams via online service desk, email, and phone support. Your responsibilities include assisting sub-merchants with portal navigation, report generation, issue resolution, and troubleshooting payments. You will learn our client base to understand their unique needs and help them find suitable payment solutions, whether card-present, card-not-present, standalone, or mobile setups, including LAN, Wi-Fi, or cellular connections. Each day will vary, sometimes reactive, sometimes proactive to ensure platform stability and consistency.

What You’ll Do

• Understand how payment software, terminals, POS hardware, and Solera software integrate
• Assist Sales, Onboarding, and Support teams with escalated issues
• Analyze hardware and software needs for sub-merchants
• Escalate problems to relevant teams such as Payrix, Adyen, Support, Development, Auto/Mate, etc.
• Recommend upgrades and improvements to payment hardware and software
• Serve as a subject matter expert to ensure solution and reporting continuity for sub-merchants
• Respond to product inquiries via tickets, email, or phone
• Troubleshoot technical challenges with clients
• Guide sub-merchants with best practices
• Provide consultation or product assessments to prospective clients
• Develop expertise in company products and services to support new product introductions
• Influence product decisions and roadmap based on client feedback and support metrics

What You’ll Bring

• At least 2 years of experience in technical support within a tech or payments company, preferably Fintech/SaaS
• 5 years of project management experience
• Good understanding of payment hardware, integration, and troubleshooting
• Excellent written and verbal communication skills
• Strong interpersonal skills
• Proactive with a drive for improvements
• Enthusiastic and output-driven