Merchant Success Manager

Role

Merchant Success Manager

Why You’ll Love Working Here

Highly competitive salary based on experience with additional incentive compensation tied to performance and company growth. Fast-paced, entrepreneurial environment where you can have a real impact. You will work closely with leadership and have a lot of ownership over the team and its results. This role gives you the chance to help improve an established payments operation while also being involved with new technology and products. Performance is measured through clear KPIs, SLAs, and outcomes rather than just time spent at your desk.

The Opportunity

The Merchant Success Manager manages a team of four Merchant Success employees who support roughly 100 to 200 merchant tickets per day depending on volume. The team is the first line of support for merchants after they open a merchant account or gateway account. They handle eCommerce gateway and transaction support, integrations, account setup, partner portals, chat, phone, direct messaging, transaction and processing issues, payment optimization calls, merchant retention, and identifying opportunities for additional services and processing volume.

You will be responsible for making sure the team is doing the work well and getting things done quickly. That means managing SLAs and KPIs, watching response and resolution times, reviewing dashboards and reports, handling escalations, training the team, and holding people accountable when performance is not where it needs to be. You will also need to jump into frontline merchant support yourself when needed.

A big part of the job is making sure tickets do not sit open for days with multiple people touching the same issue. You will need to understand what is happening, figure out where things are getting stuck, and fix the process or hold the right person accountable. Documentation also matters. If something happened with a merchant, it needs to be documented in the CRM.

You will also work with merchants who range from excited and easy to work with to frustrated and ready to leave. You need to be comfortable handling escalations, solving problems, and having direct conversations when something is not going well. You will be expected to understand the payments side well enough to coach the team and step in when the situation requires more advanced knowledge.

The Company

An established eCommerce payments company processes approximately 500 applications per month and primarily serves mid-risk merchants, including high-ticket, future-delivery, supplements, and general eCommerce businesses. The company has built proprietary infrastructure around merchant onboarding, fraud screening, identity verification, KYC, risk controls, and other payment operations.

The company has historically worked with third-party payment infrastructure and multiple backend banks and processors. It is also building a proprietary commerce platform that is currently in closed beta with live merchants and is expected to expand over time. The business is focused heavily on eCommerce payments, technology, and improving the way merchants and partners manage payment processing.

The team includes approximately 15 onsite employees and approximately 25 total employees, along with an internal development team and external development resources. The environment is entrepreneurial, hands-on, and focused on execution.

Work Environment

This is an onsite role in Austin, Texas. The environment is fast-paced and performance-driven. You will be expected to manage people in person, communicate directly, give and receive feedback, and take ownership when something is not working.

This is not a role for someone who wants to manage from a distance or spend most of the day in meetings. You need to be comfortable getting into the work, helping with escalations, answering questions, reviewing tickets, coaching people, and figuring out problems with the team.

Reports to

COO with a dotted line to the CEO.

Employment Type

Full-Time, W2, Direct Hire

Benefits

·      Health Insurance.

·      Dental Insurance.

·      401(k) with company match.

·      PTO.

·      Sick days.

·      Fully stocked office kitchen with snacks.

·      Onsite shower.

·      Weekly company happy hours.

·      Company-sponsored social events.

• Additional incentive compensation.

·      Unlimited upward potential.

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 and use the data to identify problems and improve performance.
• Handle merchant escalations and jump into frontline merchant support when needed.
• Make sure incoming calls and support requests are handled quickly.
• Make sure merchant issues are actually resolved instead of sitting open or getting passed between multiple people.
• Review tickets and conversations for quality, accuracy, follow-through, and adherence to established processes.
• Build, maintain, and improve SOPs, FAQs, training materials, and other documentation.
• Create and maintain resources that help the team and merchants understand gateway and payment processes.
• Train and coach the team on merchant services, eCommerce payments, integrations, transaction issues, and customer communication.
• Create performance improvement plans when needed and follow up on them.
• Monitor and work to reduce merchant and employee attrition.
• Make sure payment optimization and follow-up activities are completed.
• Help merchants troubleshoot gateway, transaction, integration, and processing issues.
• Understand chargebacks, declines, authorization issues, fraud, and other payment-related problems well enough to guide the team and merchants.
• Help identify opportunities to retain merchants, recover lost processing volume, increase processing volume, add merchant accounts, or introduce additional services when appropriate.
• Make sure merchant activity and conversations are properly documented in the CRM.
• Work with multiple backend banks, processors, gateways, and partner portals.
• Identify gaps in the team's knowledge and create training around those gaps.
• Improve onboarding and activation times for new merchants.
• Monitor merchant support volume and make adjustments when needed.
• Make sure the team follows through on commitments made to merchants.
• Help build a team that can handle increasingly complex merchant and payment issues without everything being escalated to management.

Requirements

• Merchant services experience with a strong focus on eCommerce payments.
• Experience supporting eCommerce merchants with gateway and merchant account issues.
• Strong CNP payment experience. Terminal-only or primarily retail payment experience is not a fit.
• Experience working through eCommerce transaction, gateway, integration, and processing issues.
• Experience managing people and holding a team accountable to measurable performance standards.
• Experience managing SLAs, KPIs, response times, resolution times, or similar operational metrics.
• Experience handling merchant escalations.
• Strong understanding of payment processing and the differences between multiple banks, processors, gateways, and payment setups.
• Experience training, coaching, and developing a support or merchant services team.
• Ability to be hands-on and provide frontline merchant support when needed.
• Experience working with mid-risk or high-risk eCommerce merchants.
• Understanding of different eCommerce business models and how those models affect payment processing.
• Strong communication skills and the ability to deal with both frustrated and excited merchants.
• Comfortable giving direct feedback and holding people accountable.
• Comfortable receiving direct feedback and being held accountable.
• Strong problem-solving skills and the ability to figure out where a process is breaking down.
• Ability to work onsite in Austin, Texas.

Preferences

• Experience with high-ticket, future-delivery, supplements, events, CBD, peptides, firearms, ammunition, tobacco, alcohol, or other mid-risk or high-risk eCommerce verticals.
• Experience with chargebacks, declines, authorization issues, fraud, and payment risk.
• Experience with chargeback mitigation, decline recovery, or similar third-party payment services.
• Experience with NMI, Authorize.net, Cybersource, or similar payment gateways.
• Experience working with multiple backend banks or processors.
• Experience with merchant integrations, APIs, and webhooks.
• Experience with HubSpot or a similar CRM.
• Experience creating SOPs, FAQs, training materials, videos, and internal documentation.
• Experience with payment optimization or merchant retention.
• Experience converting processing volume from other payment providers.
• Experience working for a smaller ISO or mid-risk/high-risk payment company.
• Experience improving merchant onboarding and activation processes.
• Experience managing a high-volume support environment.
• Experience identifying and fixing operational issues within a merchant support team.

Miscellaneous

·      Must be legally authorized to work in the United States.

·      Visa sponsorship not available.

·      Must be onsite in Austin, Texas.

·      Willingness to relocate if not currently local.

·      Limited travel. There may be an occasional industry event or continuing education opportunity, but regular travel is not expected.