Manager, Merchant Support

**ABOUT HELCIM**

Helcim was founded with a mission at heart: to be the world’s most loved payment system. We believe that by offering small businesses in North America a decidedly human payment solution where it is easier to sign up and use while being transparent and affordable, we can empower them to grow and prosper. Simply put, helping small businesses thrive is at the very core of our business model, and we think that’s a great way to do business. From the very start, we knew that we wanted to be different from every payment processor out there. We want the merchants we serve to feel supported and see us as a trusted partner rather than simply just another “cost of doing business.” We are relentless in our pursuit to provide a radically transparent and honest payments solution that flat out saves business owners money, all while treating them like human beings.

**THE POSITION**

We are seeking an experienced and empathetic **Manager, Merchant Support** to lead our team responsible for providing world-class assistance to our merchants. In this critical role, you will ensure our customers receive timely, accurate, and high-quality support for all their payment processing needs. You will be the architect of an exceptional customer experience, fostering loyalty and trust. You will lead, mentor, and empower a team of Merchant Support Specialists, driving continuous improvement in our support processes and contributing directly to customer satisfaction and retention.

**Here are the things you’ll own day to day**:
**Lead and Develop the Merchant Support Team**:

- Manage, mentor, and coach a team of Merchant Support Specialists, fostering a high-performing, empathetic, and customer-centric culture.
- Set clear performance expectations, provide regular feedback, and support the professional growth of team members through ongoing training and development.
- Conduct regular 1:1s, team meetings, and training sessions to enhance team knowledge, technical proficiency, and problem-solving skills.
- Participate in the hiring and onboarding of new Merchant Support Specialists.

**Strategize and Optimize Support Operations**:

- Develop and enforce service level agreements (SLAs) and ensure consistent adherence to response and resolution times.
- Identify and eliminate friction points, inefficiencies, and recurring issues in the support process, leveraging technology, self-service options, and automation where appropriate.
- Collaborate closely with Product, Engineering, Sales, and Customer Success teams to ensure seamless information flow, address product-related issues, and improve the overall customer journey.

**Drive Customer Satisfaction and Loyalty**:

- Implement strategies to enhance overall merchant satisfaction, aiming for high CSAT (Customer Satisfaction) and consistent 5 Star reviews
- Oversee the creation and maintenance of high-quality knowledge base articles, FAQs, and self-help resources for merchants and internal teams.
- Ensure the team effectively educates merchants on Helcim's features, troubleshooting steps, and best practices.

**Monitor Performance and Report on Key Metrics**:

- Define, track, and analyze key support metrics (e.g., pick up rate, average handle time, response times, resolution rates and CSAT).
- Generate regular reports and provide insights to leadership on support performance, identifying trends, root causes of issues, and recommending strategic improvements.
- Utilize data to understand customer pain points and optimize the support experience.

**Problem Solving and Escalation Management**:

- Act as a point of escalation for complex or critical merchant issues, working to resolve challenges efficiently and effectively while maintaining positive customer relationships.
- Proactively identify potential risks to customer satisfaction and implement preventative measures.
- Collaborate with other departments to resolve system-wide issues impacting merchants.

**Maintain Industry and Product Expertise**:

- Stay up-to-date with industry trends, best practices in customer support, and FinTech regulations, particularly those related to payment processing.
- Develop and maintain in-depth product knowledge across all Helcim offerings to effectively guide the support team.
- Continuously seek opportunities to innovate and enhance Helcim's support capabilities.

**A SUCCESSFUL CANDIDATE**
- 5+ years of experience in customer support, technical support, or a related customer-facing role within a SaaS or FinTech environment.
- 5+ years of leadership experience managing and mentoring a team, ideally in a contact center or high-volume support environment.
- Deep understanding of the FinTech industry, specifically payment processing, and the unique needs of small businesses.
- Proven track record of managing and improving support operations and driving high levels of customer satisfaction.
- Proficiency with CRM software (e.g., Salesforce Service Cloud), help desk ticketing systems, and kn