Merchant Support Team Lead

Company Description

Daxko powers health & wellness throughout the world. Every day our team members focus their passion and expertise in helping health & wellness facilities operate efficiently and engage their members.

Whether a neighborhood yoga studio, a national franchise with locations in every city, a YMCA or JCC--and every type of organization in between--we build solutions that make every aspect of running and being a member of a health and wellness organization easier and delightful. 

Job Description

Join our dynamic team as the Merchant Suport Team Lead! Take charge of Tier II merchant support, ensuring swift service delivery and seamless account maintenance. Embrace the opportunity to mentor and develop team members while collaborating with various departments to provide exceptional support to Gains merchants. Apply now and be at the forefront of delivering outstanding merchant support!

Qualifications

• Consistent exceptional performance versus key performance indicators 
• Demonstrated expertise in Daxko’s payments-related products and services 
• A proven ability to build strong collaborative working relationships with business partners 
• Excellent communicator able to convey complex ideas succinctly
• Exceptional customer service skills including patience and empathy 
• Critical thinking and problem-solving skills 
• Strong computer and multi-tasking skills
• Ability to work as a valued teammate, manage time effectively, prioritize, and take initiative 
• Ability to work effectively in a fast-paced, high-volume environment 
• Strong attention to detail 
• Bachelor’s Degree 
• 6 years of Customer Service experience 
• 5 years of experience working with credit card / ACH processing and/or fintech companies 
• Proficiency using PC
• Demonstrated expertise in customer service 
• Demonstrated ability to effectively manage complex financial projects 
• Demonstrated ability to effectively manage customer escalations 

Supervisory Responsibilities: 

• Evaluates and provides real-time feedback on team and individual performance 
• Trains and/or ensures that team members are properly prepared for their specific roles 
• Manages the team’s work schedules and PTO
• Coordinates on-going team training initiatives 
• Manages resource allocations and makes staffing recommendations
• Responsible for overall merchant satisfaction in relation to Gains items 
• Responsible for overall team performance versus department and company KPIs 

In your day-to-day you will:

• Oversee day to day functions of the Merchant Support Team 
• Lead a team of Merchant Advocates across all Daxko products to ensure that merchant issues are promptly resolved with 100% accuracy
• Lead a team of Risk and Underwriting Specialists across all Daxko products to ensure that merchant account items are promptly resolved with 100% accuracy
• Manage escalated issues to provide exceptional merchant experiences 
• Serve as a resource for the team to successfully manage complex merchant launch, risk, and funding situations 
• Provide Payments Leadership with strategic input in areas such as team structure, process improvement and new product implementation plans 
• Own, analyze and deliver team performance metrics to Payments Leadership 
• Drive overperformance of the team through routine analysis of KPIs and processes improvement 
• Encourage and motivate team members by providing ongoing coaching and direction
• Build and promote a positive and collaborative culture across Payments teams 
• Own team documentation, SOPs maintenance and creation of best practice documentation 
• Maintain a thorough understanding of processor / vendor products, platforms, and systems 
• Serve as a Daxko payments related products and services expert
• Follow all organizational compliance policies and standard operating procedures 
• Consistently exceed team weekly, monthly, and quarterly key performance indicators. 
• Lead team trainings to grow team product and payments expertise 

Additional Information

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

We truly care for our team members, and this is reflected through our offices, benefits, and great perks. These perks are only for our full time team members. Some of our favorites include: 

🏝 Flexible paid time off 
⚕️ Affordable health, dental, and vision insurance options
💪 Monthly fitness reimbursement
💻 Monthly Internet Stipend
🤑 401(k) matching
🍼 New-Parent Paid Leave
🏖 1-month paid sabbatical every 5 years
👖 Casual work environments
🏡 Remote work

All your information will be kept confidential according to EEO guidelines.