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Job Description
Tamara, a leading fintech platform, is seeking a Merchant Support Operations Manager to enhance merchant satisfaction through optimized support functions. This role involves overseeing end-to-end customer support operations for merchants, ensuring timely resolution of inquiries and issues. The ideal candidate will deeply understand customer support operations, merchant relationships, and process optimization within a contact center environment.
Responsibilities:
- Oversee end-to-end customer support operations for merchants.
- Develop and implement best practices and automation to enhance operational efficiency.
- Own key support metrics and drive continuous improvement.
- Lead, train, and mentor a team of customer support specialists.
- Collaborate with internal teams to address merchant concerns and improve service offerings.
- Handle complex merchant escalations and ensure a structured resolution approach.
- Analyze support trends and feedback to recommend improvements in policies and procedures.
Requirements:
- Bachelor’s or Master’s degree in business administration, management studies, or a related discipline.
- Minimum 7 years of experience in service industry or customer support, ideally in a contact center.
- Experience in running large teams and leading managers and team leaders.
- Prior professional experience with optimization, processes, systematic organization, and project management.
- Demonstrated Data/Analytics experience; Excel/G-sheets proficiency is required.
- Strong attention to detail & project management skills.
