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Customer Experience Manager
Jonas Software. Lead, mentor, and develop the Merchant Support and Technical Support teams to ensure high performance and professional growth.
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Health insurance
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant 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