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Merchant Services Manager
Ref No.: 18-05263
Location: Boston, Massachusetts
Position Type:Contract
Start Date: 06/07/2018
Title: Merchant Services Manager
Location: San Francisco, CA
Type: 6 month contract to hire

As part of the ePayments Client Operations organization, the Merchant Services team manages the operational
relationship with merchants to deliver a fully integrated Omni-channel customer service.
The Merchant Services Manager is responsible for responding to merchant operational inquiries, incidents and customer
originated projects. The manager also directly supports a small number of key merchants as assigned by the Team
Leader. The manager trains new merchants on how customer payment processing integrates and inter-operates with the
platforms, including front end transaction processing, transaction responses and back-end. In addition, the
manager will participate in regular business reviews and perform ad-hoc analysis to ensure optimal performance within
each merchant's payment method portfolio.

Key Responsibilities
• Train new merchants on ePayments products and processes.
• Provide daily support to merchants by phone, email, web based services and social media.
• Analyze merchant data sets and process flows to improve conversion rates and reduce merchant's customer
support volume.
• Contribute to merchant retention by identifying service gaps and opportunities.
• Work with merchants and IT and operation teams in support of meeting and exceeding merchant service
level expectations.
• Promote "one team” mentality by effectively communicating across ePayments departments.
Critical Competencies
• Customer-centric mindset and exceptional communication skills.
• Proactive, results driven and accountable for personal and organizational objectives..
• Ability to work independently and as a team player across departments and regions.
• Strong quantitative and critical thinking skills.
• Familiar with and desire to further learn API technologies and web services a plus.

Experience
• Minimum of 2 years of professional experience in a comparable customer/merchant facing position; in the e-
commerce and/or payments industry preferred.
• Bachelor degree or equivalent
• Ability to use Microsoft Office Suite
• Spanish language a plus.
• SQL reporting a plus