Lead the team that keeps our merchants moving forward.SegPay is looking for an experienced Merchant Support Manager to lead our merchant support efforts and help ensure our clients receive the responsive, proactive support they need to succeed.This role goes beyond resolving issues. You'll help shape the merchant experience, oversee integrations and requests, serve as an escalation point, analyze performance, improve internal processes, and coach a team committed to delivering exceptional service.If you're a strong people leader who enjoys solving problems, building relationships, and finding better ways to support customers, we'd love to hear from you.What You'll DoLead merchant support with a focus on customer satisfaction, retention, and successful service utilizationManage merchant integrations, requests, and ongoing support needsServe as an escalation point for merchant issues and facilitate conversations to gather feedbackDevelop and maintain a proactive support model focused on merchant successTrack, analyze, and report on team performance metrics and merchant statusIdentify opportunities to improve internal support processes and training programsEnsure the team understands and follows established development proceduresCoach, motivate, and develop team members while promoting continuous improvement and retentionThese responsibilities reflect the leadership, merchant-support, performance-management, and process-improvement functions outlined in the position.What We're Looking ForBachelor's degree in a related field; Master's degree preferred5+ years of experience in support management, account management, or a related roleProven experience improving customer satisfaction and retentionStrong leadership skills with the ability to motivate and develop a teamExcellent interpersonal and communication skillsStrong analytical and problem-solving abilitiesAbility to effectively manage multiple prioritiesProficiency with Microsoft Office and customer support softwareThe Kind of Leader Who Thrives HereYou understand that great support is about more than responding when something goes wrong. You look for trends, anticipate needs, improve processes, and make sure both your team and your merchants have what they need to succeed.You're comfortable stepping into escalated situations, communicating with clients, analyzing performance, and coaching employees toward better results.Most importantly, you know how to balance merchant satisfaction, operational efficiency, and team development.Benefits & PerksWe believe great work should come with great benefits. Our benefits package includes:Health, Dental & Vision Insurance401(k) with Company MatchingShort-Term & Long-Term Disability InsuranceWeekly Lunch StipendReady to Lead the Merchant Experience?If you're an experienced support leader who is passionate about customer success, team development, and continuous improvement, we want to hear from you.Apply today and help us deliver the level of support our merchants can count on.