Merchant Services Team Lead: Ownership & Performance

Tally; Lehi (UT); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) match

Wellness programs

Flexible time off

Parental leave

Job summary

Happen Bank in Lehi, Utah is seeking a Team Leader for the Business Relationship Team. You will lead a cross-functional group of specialists across phone and non-phone workflows, coaching for outcomes, and driving proactive merchant engagement.

The role emphasizes accountability, urgency, and continuous improvement in a fast-paced operations environment. The position requires 2+ years of leadership experience, strong data-driven coaching, and the ability to balance multiple priorities while

Qualifications

• 2+ years of leadership experience in an operations, service, or relationship-management environment.
• Proven ability to coach using performance data and quality feedback.
• Strong communication and problem-solving skills.

Responsibilities

• Lead and develop a cross-functional team of Business Relationship Specialists, Senior Specialists, and Onboarding Specialists.
• Set clear performance expectations and ensure service levels and SLAs are met.
• Coach using performance data to identify trends and raise the bar.
• Develop Senior Specialists as owners of high-impact work like refund resolution and merchant engagement.
• Drive proactive merchant outreach and engagement programs.
• Lead by example during escalations and complex situations.
• Collaborate with Onboarding, Merchant Risk, WFM, and other leaders to align coverage.
• Foster a culture of accountability, urgency, flexibility, and continuous improvement.

Skills

Leadership

Coaching

Performance data

Cross-functional

Communication

Problem-solving

Job description

Happen Bank in Lehi, Utah is seeking a Team Leader for the Business Relationship Team. You will lead a cross-functional group of specialists across phone and non-phone workflows, coaching for outcomes, and driving proactive merchant engagement.

The role emphasizes accountability, urgency, and continuous improvement in a fast-paced operations environment. The position requires 2+ years of leadership experience, strong data-driven coaching, and the ability to balance multiple priorities while