Merchant Care Manager

Job Summary

A company is looking for a Manager, Merchant Care to lead a high-performing support team focused on delivering a world-class merchant experience.

Key Responsibilities

• Oversee and support the Merchant Care team to ensure operational efficiency and continuous improvement
• Manage merchant-facing interactions including phone support and escalated inquiries through various channels
• Analyze contact reasons and trends to recommend process improvements that benefit both merchants and internal operations

Required Qualifications

• Minimum of 5 years in Contact Center or Customer Service Operations
• Minimum of 3 years in a leadership or management role
• Experience with customer service operations and escalation management across multiple channels
• Bachelor's Degree preferred in Business Management, Communications, Supply Chain, or Operations Management
• Proficiency in technology and tools used in customer support environments