Customer Service Manager

About the role

If you thrive on turning complex customer issues into calm, confident resolutions—and you love owning outcomes—this role puts you at the center of merchant success. You’ll manage a portfolio of merchants across multiple industries, acting as their go-to partner for day-to-day support, strategic guidance, and long-term retention. This is not a call-center “scripted” job; it’s a high-impact position where you’ll analyze account activity, recommend smarter pricing/products/processing approaches, and coordinate solutions across internal teams and external partners to deliver a best-in-class experience that strengthens profitability and loyalty.

Responsibilities

• Resolve merchant issues efficiently and professionally, using strong problem-solving and de-escalation skills
• Provide day-to-day support and strategic guidance to a portfolio of merchants
• Analyze account activity and translate insights into actionable recommendations (e.g., pricing, products, processing approaches)
• Coordinate solutions across internal teams and external partners to enhance merchant experience and retention
• Deliver client-focused solutions aligned with business goals
• Review merchant/account data to drive profitability and loyalty

Requirements

• 3+ years of experience in a financial institution and/or customer service role (required)
• Strong problem-solving and de-escalation skills
• Excellent verbal and written communication skills (phone/email), with the ability to explain solutions clearly to different audiences
• Customer service and relationship management strengths; comfortable supporting a wide range of personalities and needs
• Analytical ability to review merchant/account data and translate insights into actionable recommendations
• Strong organization, attention to detail, and follow-through while balancing multiple priorities
• Proficiency with Microsoft Office and CRM tools

Nice to Have Skills

• Experience coordinating with banking partners and third-party providers to drive issue resolution
• Familiarity with risk/compliance monitoring and remediation support (including PCI-related corrective actions)
• Background in transaction processing strategy, pricing/product recommendations, and retention-focused portfolio management
• Ability to develop and deliver merchant education or training to improve performance
• Bilingual capability (eligible languages may qualify for a pay differential)

Preferred Education

• Bachelor’s degree in Business Administration, Accounting, Marketing, or a related field (preferred)

Pay

$60,000