Merchant Support Lead | Customer Success & Growth

Toccata Inc; Boca Raton (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health, Dental & Vision Insurance

401(k) with Company Matching

Short-Term & Long-Term Disability

Weekly Lunch Stipend

Job summary

SegPay is seeking an experienced Merchant Support Manager to lead our merchant support efforts and ensure our clients receive responsive, proactive assistance. You will shape the merchant experience, oversee integrations and requests, and coach a high-performing team committed to exceptional service.

You will act as escalation point, analyze performance, improve processes, and drive continuous improvement while balancing merchant satisfaction and operational efficiency.

Qualifications

• Bachelor's degree in related field (required).
• 5+ years of experience in support management, account management, or related role.
• Proven track record improving customer satisfaction and retention.
• Strong leadership and ability to motivate and develop a team.
• Excellent interpersonal and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to effectively manage multiple priorities.
• Proficiency with Microsoft Office and customer support software.

Responsibilities

• Lead merchant support with focus on customer satisfaction, retention, and service utilization.
• Manage merchant integrations, requests, and ongoing support needs.
• Serve as escalation point for merchant issues and gather feedback.
• Develop and maintain a proactive support model focused on merchant success.
• Track, analyze, and report on team performance metrics and merchant status.
• Identify opportunities to improve internal support processes and training.
• Ensure the team follows established development procedures.
• Coach, motivate, and develop team members with continuous improvement.

Skills

Leadership

Customer satisfaction

Analytical

Communication

Team development

Multitasking

Education

Bachelor's degree

Master's degree preferred

Tools

Microsoft Office

Customer support software

Job description

SegPay is seeking an experienced Merchant Support Manager to lead our merchant support efforts and ensure our clients receive responsive, proactive assistance. You will shape the merchant experience, oversee integrations and requests, and coach a high-performing team committed to exceptional service.

You will act as escalation point, analyze performance, improve processes, and drive continuous improvement while balancing merchant satisfaction and operational efficiency.