Team Lead, Merchant Operations

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, a leading fintech company that powers digital payments for major brands like eBay, Spotify, and Uber. As the Team Lead for Merchant Operations, you will lead a team of specialists, focusing on people leadership, service performance, and stakeholder management. This role requires at least four years of experience in customer support or related fields, with formal people-management experience.

• Directly manage and develop specialists across Merchant Care and Merchant Configuration, setting clear expectations and creating regular coaching, feedback, and development routines.
• Monitor team performance against agreed SLOs, SLAs, quality expectations, and other relevant measures, providing a concise weekly update covering performance, trends, risks, and the reasons for any missed targets.
• Act as a people and service escalation point for complex or sensitive merchant-support situations, communicating clearly with internal stakeholders about ownership, progress, risks, and next steps.