Summary

Merchant Industry is a leading nationwide merchant service provider. Our expertise extends to credit card processing solutions for businesses of all sizes and industries, serving a diverse clientele of over 20,000 merchants. Merchant Industry offers comprehensive services, including dual pricing card processing, surcharging programs, ISO sales agent programs, industry training, cash advance programs, and various equipment solutions such as POS systems, terminals, and virtual gateway equipment.

We are seeking an experienced Operations Manager to manage the customer service team and oversee the merchant onboarding and customer service experience.

Job Duties and Responsibilities

• Coordinate administrative duties, maintain reports for the Merchant Support Team, and monitor tasks associated with onboarding and pricing.
• Ensure customer success team members are operating at optimal levels.
• Monitor service quality of customer interactions and assist with all escalations.
• Track KPIs and metrics and report on individual and departmental performance.
• Ensure merchants are onboarded correctly based on banking partner requirements.
• Create and monitor SLAs to ensure all tickets are handled as quickly and efficiently as possible.
• Motivate employees, offer 1:1 call coaching and lead performance reviews to ensure an engaged and competent workforce.
• Partner with support team based in India, coordinate joint training sessions.
• Continually assess and improve service levels while interacting with sales partners and merchants.
• Build strong relationships with merchants, banking partners, and cross functional departments that work with the Operations team.

Qualifications and Experience

• 4 years’ experience within merchant services or credit card processing industry required
• Knowledge of merchant onboarding processes and pricing models based on lending partner
• Experience in managing direct reports
• Experience using a CRM and/or ticketing system
• Bachelor’s Degree in Business Administration or related field, or High School Diploma with equivalent experience
• Highly motivated with drive for personal and professional growth
• Excellent track record for being a team leader and team player
• Must be flexible, organized and have the ability to manage multiple priorities and meet strict deadlines
• Data Analytics / Excel experience - must have expertise in Microsoft Excel including pivot tables and V-Lookup

This position offers a base salary in the range of USD $75,000-95,000 annually plus a comprehensive benefits package including:

• Medical/dental with choice between plans
• Flexible PTO
• Retirement benefits; 401k with up to 4% employer match
• Pretax commuter benefits

Merchant Industry offers an innovative, collaborative culture where employees are encouraged to share ideas. We strive to promote from within and offer opportunities to learn and progress your career in a dynamic, fast-paced environment.