Merchant Success Lead: Own a High-Impact Support Team

Davis Talent Search (Payments, Wealth Management, Fintech, Crypto Jobs); Austin (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health Insurance

401(k) with company match

PTO

Sick days

Fully stocked office kitchen with SNs

Onsite shower

Weekly company happy hours

Company-sponsored social events

Additional incentive compensation

Unlimited upward potential

Job summary

Davis Talent Search is seeking a Merchant Success Manager for an on-site role in Austin, TX. You will lead a four-person team supporting 100–200 merchant tickets daily, focusing on payments, gateway issues, and onboarding optimization.

You will manage SLAs, KPIs, and escalation handling while coaching staff and ensuring timely resolutions. The position emphasizes hands-on problem solving and active collaboration with leadership.

Qualifications

• Experience in merchant services with a strong focus on eCommerce payments.
• Experience managing a small team of merchants specialists and meeting SLA/KPI targets.
• Hands-on ability to provide frontline merchant support when needed.
• Ability to review dashboards and coach for performance improvements.
• Legally authorized to work in the United States; onsite in Austin, TX.

Responsibilities

• Manage and develop a team of four Merchant Success employees.
• Hold the team accountable to SLAs, KPIs, response times, resolution times, and other performance metrics.
• Monitor dashboards and reports to identify problems and drive improvements.
• Handle merchant escalations and provide frontline support as needed.
• Document processes and train the team on merchant services, gateways, and payments.

Skills

Merchant services

eCommerce payments

Team leadership

SLA KPIs

Frontline support

Escalations

Communication

Training

Tools

HubSpot

Job description

Davis Talent Search is seeking a Merchant Success Manager for an on-site role in Austin, TX. You will lead a four-person team supporting 100–200 merchant tickets daily, focusing on payments, gateway issues, and onboarding optimization.

You will manage SLAs, KPIs, and escalation handling while coaching staff and ensuring timely resolutions. The position emphasizes hands-on problem solving and active collaboration with leadership.