Global Merchant Services Director, Customer Care

Paysafe; Jacksonville (FL); On-site; USD 180,000 - 240,000; Full time

Job summary

Paysafe, a global payments platform, seeks a Senior Director for Merchant Services to lead its worldwide Customer Care organization. This role reports to the VP and drives service performance, operational excellence, and merchant experience across markets, balancing commercial goals with regulatory requirements.

Responsibilities include setting strategy for global care, overseeing contact centers and technical support, and advancing the merchant journey via data, automation, and AI.

Qualifications

• Significant leadership experience in payments, fintech, banking, or related industries.
• Experience leading large, multi-market service operations and contact centers.
• Strong understanding of payments ecosystem: acquiring, processing, onboarding, risk/compliance.

Responsibilities

• Set the strategy for Merchant Services Customer Care and translate priorities into goals and plans.
• Lead global service operations including contact centers, merchant servicing, and technical support.
• Elevate merchant experience by improving service quality, resolution times, and satisfaction.
• Drive transformation using data, automation, AI, and digital capabilities to scale service delivery.
• Partner with Product, Sales, Risk, Compliance, Technology and Operations to support growth.
• Own merchant retention strategy and build high-performing, inclusive teams with accountability.

Skills

Leadership experience

Payments industry knowledge

Global operations management

Strategic thinking

Stakeholder management

Job description

Paysafe, a global payments platform, seeks a Senior Director for Merchant Services to lead its worldwide Customer Care organization. This role reports to the VP and drives service performance, operational excellence, and merchant experience across markets, balancing commercial goals with regulatory requirements.

Responsibilities include setting strategy for global care, overseeing contact centers and technical support, and advancing the merchant journey via data, automation, and AI.