Merchant Care Lead - Remote

Overview

Helprise is an organization that combines global reach with local talent. We work for companies that value quality, partnership, and responsibility, creating teams that really work. By precisely matching skills and business needs, we connect specialists with projects where their knowledge has a real impact. By joining us, you become part of an environment where matching is not a coincidence, but a decision.

Our client is seeking a Merchant Care Lead to manage and lead a Merchant Care team supporting transactional lending and banking processes on behalf of merchants. The team handles escalated merchant cases, product issues, disputes, credit furnishing, and compliance adherence.

As a Merchant Care Lead, you will manage a group of passionate and motivated service professionals to achieve targets and deliver excellent merchant experiences. You will coach, develop, and guide your team in resolving complex inquiries and processing exception cases with accuracy and timeliness. Additionally, you will oversee sensitive escalations, take ownership of difficult issues, and lead by example to uphold high service standards.

In Short

• Manage a team of Product Support Specialists in a hyper-growth environment, including handling escalations, filing bugs, reporting key metrics, and assisting with tickets when needed.
• Drive employee engagement and foster a high-performance culture through effective performance management, coaching, and development.
• Oversee performance metrics across multiple channels, including merchant satisfaction, productivity, and service levels.
• Partner with recruiting to hire candidates and coordinate with training teams for onboarding, ongoing learning, and workload allocation.
• Establish and maintain a positive and inclusive work culture by hosting events, talks, trainings, and regular team routines.

Requirements

• Proven experience in managing customer service teams.
• Strong understanding of transactional lending and banking processes.
• Excellent communication and interpersonal skills.
• Ability to handle escalated issues effectively.
• Experience in performance management and employee development.

Benefits

• Opportunity to work in a dynamic and growing environment.
• Professional development and training opportunities.
• Inclusive company culture.
• Competitive compensation package.