Jonas Software

Customer Experience Manager

Jonas Software

full-time

Posted on:

Location Type: Remote

Location: Canada

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About the role

  • Lead, mentor, and develop the Merchant Support and Technical Support teams to ensure high performance and professional growth.
  • Oversee resolution of complex merchant issues and ensure compliance with SLAs.
  • Collaborate with internal teams (Risk, Underwriting, Product, Engineering) to manage escalations and improve processes.
  • Monitor team performance metrics and implement strategies to enhance merchant satisfaction.
  • Drive improvements in merchant experience by monitoring NPS trends, analyzing feedback, and implementing targeted action plans to increase satisfaction and loyalty.
  • Manage reporting and analytics to provide visibility to leadership and identify trends.
  • Participate in initiatives for fraud prevention, compliance, and operational efficiency.
  • Ensure adherence to PCI compliance and industry best practices.
  • Contribute to process improvement projects and support system enhancements.
  • Flexibility to travel for work assignments when necessary.
  • Willingness to participate in the on-call schedule for after-hour support as assigned by leadership.

Requirements

  • 3–5+ years of experience in merchant services, payments, or fintech industry.
  • Proven experience managing a support team or leading operational functions.
  • Strong understanding of payment processing workflows (authorization, settlement, chargebacks).
  • Experience with strategic planning and process optimization.
  • Familiarity with leveraging AI tools to streamline workflows and support decision-making.
Benefits
  • Health insurance
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
payment processing workflowsauthorizationsettlementchargebacksstrategic planningprocess optimizationreportinganalyticsfraud preventionPCI compliance
Soft Skills
leadershipmentoringcollaborationproblem-solvingperformance monitoringcustomer satisfactionflexibilitycommunicationteam managementprocess improvement