Director of Merchant Care

Summary

The Director of Merchant Care is a hands-on operational leader responsible for overseeing the reactive and tactical functions of G10 Fulfillment's merchant-facing support team. This role leads a team of Account Coordinators (CSRs) who manage inbound tickets from merchants - ranging from day-to-day issues to project-based requests - ensuring timely, accurate, and high-quality resolutions.

This role is focused on service execution and operational performance. The Director of Merchant Care will be the driving force behind building scalable support infrastructure, optimizing ticket workflows, and establishing the metrics and reporting that keep the team accountable and continuously improving.

Requirements

Responsibilities

Team Leadership & Management

• Lead, coach, and develop a team of Account Coordinators, fostering a culture of best-in-class customer service through accountability, responsiveness, and merchant-first thinking.
• Set clear performance expectations, conduct regular 1:1s, and drive individual and team development.
• Manage staffing levels, scheduling, and workload distribution to ensure SLA targets are consistently met.
• Serve as an escalation point for complex or high-priority merchant issues requiring senior judgment.

Ticket Management & Resolution

• Oversee the end-to-end lifecycle of merchant support tickets, including issue resolution and project-based requests submitted through the ticketing system.
• Establish and enforce ticket handling standards, response time SLAs, and resolution protocols.
• Ensure tickets are triaged, routed, prioritized, and closed effectively and efficiently.
• Identify recurring ticket themes and work cross-functionally with operations, warehouse, pricing and tech teams to address root causes.

Ticketing System Development & Administration

• Lead the design, implementation, and ongoing optimization of G10's merchant-facing ticket system.
• Preferred experience building and administering ticketing workflows using Salesforce Cases, including case routing rules, queues, escalation paths, macros, and email-to-case configuration.
• Collaborate with internal stakeholders and Salesforce administrators to configure the system to meet the evolving needs of the merchant support team.
• Lead the development and ongoing maintenance of a structured knowledge base - including internal articles for merchant facing team members and external, merchant-facing resources - to drive consistency in resolutions and reduce inbound ticket volume over time.
• Build and deploy AI agents (chatbots or automated assistants) to handle common merchant inquiries externally and assist Account Coordinators internally with suggested responses, guided troubleshooting, and knowledge retrieval.
• Continuously expand and refine AI agent capabilities based on ticket trends, merchant feedback, and team input.

Process Improvement

• Continuously evaluate and improve support workflows, response templates, escalation procedures, and internal SOPs.
• Lead root cause analysis efforts on recurring issues and implement corrective actions.
• Partner with cross-functional teams (Operations, Account Management, Pricing, Tech, Warehouse) to close process gaps that drive merchant issues.
• Champion a culture of operational discipline and continuous improvement within the team.
• Collect merchant feedback via surveys and meetings and action on the feedback in collaboration with cross departmental leaders to continuously improve the merchant experience.

Reporting & Performance Management

• Define, track, and report on key performance indicators including ticket volume, first response time, resolution time, CSAT, reopen rates, and SLA compliance.
• Build and maintain dashboards and reporting cadences that provide visibility into team performance and merchant issue trends.
• Present regular performance updates to senior leadership with actionable insights and improvement recommendations.
• Use data to drive staffing decisions, process changes, and prioritization of improvement initiatives.
• Any other duties as assigned.

Skills

• Demonstrated experience building or significantly improving a structured ticket management system between clients and an operations or service…