Business Support Manager-Partner & Merchant Services

Ant International; Sunnyvale (CA); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Company bonus

401(k) plan

Medical benefits

Dental benefits

Vision benefits

Job summary

Ant International is seeking a Business Support Manager to oversee a portfolio of major merchants and partners from Sunnyvale. You will act as the primary contact, ensure onboarding and ongoing operational excellence, and drive growth and retention.

Responsibilities include responsive multichannel support, educating merchants, collaborating with Technical Support, Risk, Finance, and Legal, and generating insights from CRM data to leadership.

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• Experience in CRM or outbound service roles.
• Experience in an Internet company, financial institution, or transaction processing firm is highly desirable.
• Ability to communicate effectively via email, phone, and online conferencing.

Responsibilities

• Act as primary contact for a portfolio of large merchants and partners.
• Deliver high-quality support to meet customer satisfaction goals.
• Educate merchants on products, processes, and compliance.
• Collaborate with internal teams to resolve issues and ensure resolution.

Skills

CRM management

Bilingual English/Chinese

Data analysis

BI tools

SQL

APIs

AI tools usage

Spreadsheets

Communication

Education

Bachelor’s degree or equivalent

Tools

CRM

Dashboards

Knowledge bases

Automation

Job description

The Business Support Manager is a critical role within our Merchant Services team, responsible for managing a portfolio of large and strategically important merchants and partners. This position serves as the primary point of contact for assigned accounts, ensuring exceptional service delivery, fostering strong relationships, and driving growth and retention. The Business Support Manager collaborates closely with cross-functional teams, including Business Development, Marketing, Technical Support, Risk Management, AML, Legal, Customer Funds, and Finance, to deliver seamless support and solutions to our key accounts.

Key Responsibilities:

Account Management:

• Serve as the primary contact for a portfolio of large merchants and partners, ensuring a smooth onboarding process and ongoing operational excellence throughout the contract lifecycle.
• Deliver high-quality support services to meet customer satisfaction goals and maintain the health of the account portfolio.

Customer Support:

• Respond promptly to all merchant inquiries via email, phone, and voicemail, providing one-stop solutions to address their needs, including resolving complex issues and complaints.
• Educate merchants on products, processes, and compliance requirements, ensuring accurate and timely resolution of issues.

Issue Resolution & Collaboration:

• Work closely with internal teams (e.g., Technical Support, Risk Management, Finance) to resolve merchant issues and follow up until resolution is achieved.
• Proactively reach out to merchants to address outstanding issues, provide guidance, and conduct authenticity investigations as required by regulations.

Customer Feedback & Insights:

• Gather and analyze merchant feedback to identify trends, elevate urgent issues, and provide actionable insights to leadership.
• Regularly update the customer relationship management (CRM) database and maintain accurate records of merchant interactions.

Qualifications

• 1.Bachelor’s degree or equivalent work experience preferred.
• 2.Proven experience in customer relationship management (CRM) or outbound service roles.
• 3.Experience in an Internet company, financial institution, or transaction processing firm is highly desirable.
• 4.Demonstrated ability to communicate effectively with customers via online conference, email, and phone.

Ideal Knowledge, Skills, and Abilities:

• 1.Fluency in English and Chinese; global working experience is a plus.
• 2.Strong communication skills, including active listening and clear, professional articulation.
• 3.Ability to make independent, research-based decisions and handle complex or challenging situations with creativity and sound judgment.
• 4.Excellent multitasking, time management, and problem-solving skills.
• 5.Strong analytical skills with a well-developed sense of urgency and follow-through.
• 6.Ability to identify and mitigate risks, providing proactive recommendations to merchants.
• 7. Practical experience using enterprise-approved AI tools to improve work quality and efficiency, including translating business needs into effective prompts, templates, or repeatable workflows and critically evaluating AI outputs for accuracy, bias, compliance, and data quality.
• 8. Strong digital and data capabilities, with experience using CRM, knowledge bases, dashboards, collaboration tools, and spreadsheets; experience with BI tools, SQL, automation, workflow configuration, or APIs—and demonstrated operational impact is a plus.
• 9.Flexibility to travel and work shifts as needed.

The US base salary range for this full-time position is $90,000-150,000. Our salary ranges are determined by role, level, and location. This salary range may be inclusive of several career levels at Ant International and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and relevant education or training.

Additional benefits for this role may include: company bonus, 401(k) plan; medical, dental, and vision benefits etc.