Manager, Merchant Support

Job description

**About ClarityPay:**We give businesses and their customers peace of mind by solving complex credit challenges with precision, speed, and intelligence, combining deep expertise with advanced technology, to simplify the experience and deliver better outcomes, every time. We're a fast‑growing fintech empowering enterprise merchants with smarter, more adaptive pay‑over‑time solutions. From point‑of‑sale financing to “Buy Now, Pay Later” programs and loyalty‑integrated offers, we’re building configurable credit tools that help businesses serve more of their customers. We value teamwork, clarity of purpose, and rigorous attention to data to drive action. We balance speed and excellence to deliver an exceptional customer experience. **Role Overview:** We’re looking for an experienced Merchant Support Manager to lead and develop a team of merchant support specialists who resolve escalated disputes and transaction-related concerns across ClarityPay’s merchant and customer channels. You’ll own your team’s day-to-day performance, quality, and service levels - coaching specialists to grow, and as a player-coach, still personally handling the most complex, sensitive, or high-value escalations yourself. This is a hands-on leadership role at the intersection of Servicing, Risk, Compliance, and our merchant partners. You’ll set the standard for fair, compliant, and empathetic resolution. **Key Responsibilities:** **Team Leadership & Coaching** • Lead, coach, and develop a team of merchant support specialists handling escalated disputes and transaction-related concerns. • Provide day-to-day direction, regular 1:1s, feedback; build a culture of accountability, empathy, and merchant-first service. • Manage scheduling, capacity, and queue coverage to meet SLAs across support hours. **Performance, Quality & SLA Ownership** • Own team KPIs - resolution time, quality scores, SLA adherence, and customer/merchant satisfaction - and report on them to leadership. • Conduct case reviews; coach to close performance gaps and recognize strong work. • Set goals and targets with the team, track progress, and flag risks early. **Escalation Ownership & Hands-on Resolution** • Serve as the senior escalation point for the most complex, sensitive, or high-value disputes, and personally own and resolve a subset of top escalations. • Make sound, well-documented decisions within ClarityPay policy and applicable regulatory guidelines, setting precedent for the team. • De-escalate difficult merchant and customer situations with empathy and judgment. **Cross-Functional & Stakeholder Management** • Partners with Servicing, Risk, Compliance, and Product on multi-party disputes, policy questions, and systemic fixes. • Represent the team in governance and operational reviews, communicating trends, blockers, and outcomes to leadership. • Liaise with merchant partners on escalated or high-priority matters. **Quality, Compliance & Documentation** • Ensure the team maintains accurate, complete case records and follows ClarityPay policy and applicable federal and state regulations. • Uphold training and compliance obligations and ensure team readiness and certification. • Identify compliance or process risks and escalate them appropriately. **Insights & Continuous Improvement** • Monitor dispute trends and translate them into reporting and recommendations that reduce future disputes. • Identify root causes and drive process, policy, communication, or tooling improvements. • Build and maintain playbooks, SOPs, and knowledge resources for consistency and quality. **What We’re Looking For:** • **Leadership Experience:** 3-4 years in merchant or customer support, payments, dispute or chargeback handling, or financial-services operations, including 1–2+ years leading or coaching a team (formally or as a senior/lead). • **Industry Background:** Payments, BNPL, fintech, banking, or BPO/financial-services environments preferred. • **Dispute Expertise:** Strong understanding of the dispute management lifecycle and the ability to personally resolve top escalations. • **People Leadership:** Proven ability to coach, develop, and motivate a team, with comfort giving feedback and managing performance. • **Operations:** Has managed KPIs, SLAs, quality, and capacity in a support environment. • **Regulatory Awareness:** Working familiarity with consumer-finance and payments regulations, and a track record of keeping a team within compliance guidelines. • **Stakeholder Management:** Excellent written and verbal communication; credible with merchants and internal leadership, and able to de-escalate with empathy. • **Tools:** Proficiency with Microsoft Office and comfort across CRM/case management, ticketing, contact-center, and reporting/dashboard platforms. • **Education:** High school diploma or G.E.D. required; bachelor’s degree in business, finance, or a related field preferred. • **Work Location:** Based in our Bangalore, India office, supporting U.S. East Coast business hours. **Bonus Points:** • Bilingual - we provide live support seven days a week in English and Spanish. • Prior team-lead experience in a payments, BNPL, or servicing/collections environment. • Familiarity with workforce management, scheduling, and reporting tools. *ClarityPay is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, age, disability, veteran, marital status, or any other legally protected status.*