Merchant Support Manager

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

Lead the team that keeps our merchants moving forward.

SegPay is looking for an experienced Merchant Support Manager to lead our merchant support efforts and help ensure our clients receive the responsive, proactive support they need to succeed.

This role goes beyond resolving issues. You'll help shape the merchant experience, oversee integrations and requests, serve as an escalation point, analyze performance, improve internal processes, and coach a team committed to delivering exceptional service.

If you're a strong people leader who enjoys solving problems, building relationships, and finding better ways to support customers, we'd love to hear from you.

What You'll Do

• Lead merchant support with a focus on customer satisfaction, retention, and successful service utilization

• Manage merchant integrations, requests, and ongoing support needs

• Serve as an escalation point for merchant issues and facilitate conversations to 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 programs

• Ensure the team understands and follows established development procedures

• Coach, motivate, and develop team members while promoting continuous improvement and retention

These responsibilities reflect the leadership, merchant-support, performance-management, and process-improvement functions outlined in the position.

What We’re Looking For

• Bachelor's degree in a related field; Master's degree preferred

• 5+ years of experience in support management, account management, or a related role

• Proven experience improving customer satisfaction and retention

• Strong leadership skills with the 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

The Kind of Leader Who Thrives Here

You understand that great support is about more than responding when something goes wrong. You look for trends, anticipate needs, improve processes, and make sure both your team and your merchants have what they need to succeed.

You're comfortable stepping into escalated situations, communicating with clients, analyzing performance, and coaching employees toward better results.

Most importantly, you know how to balance merchant satisfaction, operational efficiency, and team development.

Benefits & Perks

We believe great work should come with great benefits. Our benefits package includes:

• Health, Dental & Vision Insurance

• 401(k) with Company Matching

• Short-Term & Long-Term Disability Insurance

• Weekly Lunch Stipend

Ready to Lead the Merchant Experience?

If you're an experienced support leader who is passionate about customer success, team development, and continuous improvement, we want to hear from you.