Merchant Success Lead - Payments Ops & Escalations

Davis Talent Search (Payments, Wealth Management, Fintech, Crypto Jobs); Austin (TX); Sur place; USD 95 000 - 135 000; Plein temps

Avantages offerts par ce poste

Health Insurance

401(k) with company match

Paid time off

Sick days

Fully stocked office kitchen

Onsite shower

Weekly company happy hours

Company-sponsored social events

Incentive compensation

Unlimited upward potential

Résumé du poste

Davis Talent Search is seeking a Merchant Success Manager to lead a four-person team that supports 100–200 merchant tickets daily. You’ll ensure SLAs, KPIs, and response metrics are met, while directly handling escalations and frontline support when needed.

The role emphasizes ownership, documentation, and process improvement in an entrepreneurial, onsite Austin environment. The team collaborates across gateway, processing, onboarding, and partner portals to optimize merchant outcomes and

Qualifications

• Merchant services experience with a strong focus on eCommerce payments.
• Experience supporting eCommerce merchants with gateway and merchant account issues.
• Strong CNP payment experience.
• Experience managing people and holding a team accountable to measurable performance standards.

Responsabilités

• 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 and use data to identify problems and improve performance.
• Handle merchant escalations and jump into frontline support when needed.
• Ensure incoming calls and support requests are handled quickly.
• Ensure issues are resolved and not left open or passed between people.
• Review tickets for quality and adherence to processes.
• Create and maintain SOPs, FAQs, training materials, and documentation.
• Train the team on merchant services, eCommerce payments, integrations, and customer communication.

Connaissances

Merchant services

eCommerce payments

Team leadership

Escalation handling

Onsite communication

Description du poste

Davis Talent Search is seeking a Merchant Success Manager to lead a four-person team that supports 100–200 merchant tickets daily. You’ll ensure SLAs, KPIs, and response metrics are met, while directly handling escalations and frontline support when needed.

The role emphasizes ownership, documentation, and process improvement in an entrepreneurial, onsite Austin environment. The team collaborates across gateway, processing, onboarding, and partner portals to optimize merchant outcomes and