Merchant Operations Supervisor

About the Job:

• The Merchant Operations Supervisor will be tasked with taking care of the admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders. The perfect candidate should be comfortable mentoring and guiding a team, comfortable with people across the organization, and focused on improving processes and issues found to ensure a great customer (admin, merchant, and clerk) experience.

• In this role, they will own, monitor and improve merchant support metrics (e.g. onboarding turnaround time, requirement completeness, etc). Additionally, the hired candidate will report to the Operations Manager, forge strong alliances with the Commercial team in the Philippines, and interact with other business operations and merchant support team members from other company-operating countries, ensuring they perform according to local expectations. This role will follow the standardization of the company's global merchant support metrics and initiatives (e.g. aligning a common cross-country approach for merchant support quality assurance ratings), seek for optimization of resources (e.g. creating guidance documents from the tools we are using), and manage reporting tasks. This role will be instrumental in the newly launched operations.

Responsibilities

• Partner Support & Operations: Handle partners queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS
• Documentation & Onboarding: Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.
• Store Management: Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.
• Operational Efficiency: Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.
• Provide technical guidance to the customer on using a product or service effectively and efficiently.
• Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.
• Standardize, localize, and run the partners' onboarding and support processes
• Act as a subject matter expert regarding specific issues and concerns raised by the partners
• Provide accurate, valid, and complete information by using the right methods/tools
• Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers

Requirements

• Excellent verbal and written communication in English and Tagalog
• Willing to work on-site in the Bonifacio Global City (BGC) area
• The hired supervisor should NOT live more than 1 hour away by public transport/car from the office
• Ability to work in a fast-paced environment 
• Familiarity with ZOHO, Zendesk, and other CRM systems
• Must have great managerial skills exhibited through the experience of leading at least 3 subordinates
• Robust knowledge and experience in data analysis
• Aligned with the company's principles and cultures
• Bachelors degree or equivalent
• Minimum of 3 (three) years of working in merchant support/business support (finance industry background is preferred)
• Interested in growing a career as a merchant operations professional and manager
• Must be detail and process-oriented, and have experience working with robust SLAs
• Self-orientation, drive, and ability to communicate clearly and persuasively to customers
• Comfortable working on Google Suite (Sheet, Docs, Slides, etc) / Microsoft Excel, and analytics
• Previous technical experience (SQL) is a plus
• Reliable/strong internet connection (if needed to work from home)