Related skills
customer support process improvement leadership kpis sop📋 Description
- Own daily/weekly KPI reporting for the Merchant Support team
- Resolve merchant escalations; negotiate win/win solutions
- Manage 8-12 direct reports; provide regular coaching
- Monitor calls for agent quality and regulatory compliance
- Oversee Merchant Support inboxes; respond promptly and accurately
- Drive process improvements; document SOPs and address gaps
🎯 Requirements
- 1-3 years supervising a large hourly team
- 1+ years handling escalated or complex customer concerns
- Bachelor's degree or equivalent experience
- Strong problem-solving, root-cause analysis, and win/win negotiations
- Strong interpersonal and active listening skills
- Strong analytical skills with Microsoft Excel proficiency
🎁 Benefits
- Medical, dental, and vision coverage
- 20 PTO days + 11 holidays
- 401(k) retirement with company matching
- Student loan & Tuition reimbursement
- Commuter assistance
- Parental leave
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