Manager, Merchant Support

We’re looking for an experienced Merchant Support Manager to lead and develop a team of merchant support specialists who resolve escalated disputes and transaction-related concerns across ClarityPay’s merchant and customer channels. You’ll own your team’s day-to-day performance, quality, and service levels - coaching specialists to grow, and as a player-coach, still personally handling the most complex, sensitive, or high-value escalations yourself.

This is a hands-on leadership role at the intersection of Servicing, Risk, Compliance, and our merchant partners. You’ll set the standard for fair, compliant, and empathetic resolution.

• Lead, coach, and develop a team of merchant support specialists handling escalated disputes and transaction-related concerns.

• Provide day-to-day direction, regular 1:1s, feedback; build a culture of accountability, empathy, and merchant-first service.

• Manage scheduling, capacity, and queue coverage to meet SLAs across support hours.

• Own team KPIs - resolution time, quality scores, SLA adherence, and customer/merchant satisfaction - and report on them to leadership.

• Conduct case reviews; coach to close performance gaps and recognize strong work.

• Set goals and targets with the team, track progress, and flag risks early.

• Serve as the senior escalation point for the most complex, sensitive, or high-value disputes, and personally own and resolve a subset of top escalations.

• Make sound, well-documented decisions within ClarityPay policy and applicable regulatory guidelines, setting precedent for the team.

• De-escalate difficult merchant and customer situations with empathy and judgment.

• Partners with Servicing, Risk, Compliance, and Product on multi-party disputes, policy questions, and systemic fixes.

• Represent the team in governance and operational reviews, communicating trends, blockers, and outcomes to leadership.

• Liaise with merchant partners on escalated or high-priority matters.

• Ensure the team maintains accurate, complete case records and follows ClarityPay policy and applicable federal and state regulations.

• Uphold training and compliance obligations and ensure team readiness and certification.

• Identify compliance or process risks and escalate them appropriately.

• Monitor dispute trends and translate them into reporting and recommendations that reduce future disputes.

• Identify root causes and drive process, policy, communication, or tooling improvements.

• Build and maintain playbooks, SOPs, and knowledge resources for consistency and quality.

• Leadership Experience: 3-4 years in merchant or customer support, payments, dispute or chargeback handling, or financial-services operations, including 1–2+ years leading or coaching a team (formally or as a senior/lead).

• Industry Background: Payments, BNPL, fintech, banking, or BPO/financial-services environments preferred.

• Dispute Expertise: Strong understanding of the dispute management lifecycle and the ability to personally resolve top escalations.

• People Leadership: Proven ability to coach, develop, and motivate a team, with comfort giving feedback and managing performance.

• Operations: Has managed KPIs, SLAs, quality, and capacity in a support environment.

• Regulatory Awareness: Working familiarity with consumer-finance and payments regulations, and a track record of keeping a team within compliance guidelines.

• Stakeholder Management: Excellent written and verbal communication; credible with merchants and internal leadership, and able to de-escalate with empathy.

• Tools: Proficiency with Microsoft Office and comfort across CRM/case management, ticketing, contact-center, and reporting/dashboard platforms.

• Education: High school diploma or G.E.D. required; bachelor’s degree in business, finance, or a related field preferred.

• Work Location: Based in our Bangalore, India office, supporting U.S. East Coast business hours.

• Bilingual - we provide live support seven days a week in English and Spanish.

• Prior team-lead experience in a payments, BNPL, or servicing/collections environment.

• Familiarity with workforce management, scheduling, and reporting tools.

ClarityPay is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, age, disability, veteran, marital status, or any other legally protected status.