Merchant Operations Supervisor

The Merchant Operations Supervisor is responsible to mentoring and guiding a team focused on improving processes and issues found to ensure a great customer (admin, merchant, and clerk) experience., included taking care of the admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders. 

Responsibilities

• Handle partners’ queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS.
• Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.
• Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.
• Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.
• Provide technical guidance to the customer on using a product or service effectively and efficiently.
• Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.
• Standardize, localize, and run the partners' onboarding and support processes 
• Act as a subject matter expert regarding specific issues and concerns raised by the partners.
• Provide accurate, valid, and complete information by using the right methods/tools
• Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers.

Requirements

• Bachelor's degree in industrial engineering, administration, or a related field.
• Experience of 2 years lead  at least 3 subordinates in merchant support and business support in sectors such as telecommunications, retail, and/or finance in a fast-paced environment.
• Comfortable working on Google Suite, Microsoft Excel, and analytics,Familiarity with ZOHO, Zendesk, and other CRM systems and previous technical experience (SQL) is a plus.
• Robust knowledge and experience in data analysis
• Must be detailed and process-oriented, and have experience working with robust SLAs.
• Self-orientation, drive, and ability to communicate clearly and persuasively to customers.
• Ability to communicate their ideas assertively, solve problems effectively, and maintain a constant focus on continuous improvement.

Benefits

• 100% Company Funded : Private Health Insurance for employee and immediate family
• 20 days vacation
• Phone finance, Headphone, home office equipment and wellness perks.
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk
• Catered Lunch