Customer Service Manager

If you thrive on turning complex customer issues into calm, confident resolutions—and you love owning outcomes—this Customer Service Manager role puts you at the center of merchant success. As a Customer Service Manager
, you’ll manage a portfolio of merchants across multiple industries, acting as their go-to partner for day-to-day support, strategic guidance, and long‑term retention. This is not a call‑center “scripted” job; it’s a high‑impact Customer Service Manager position where you’ll analyze account activity, recommend smarter pricing/products/processing approaches, and coordinate solutions across internal teams and external partners to deliver a best‑in‑class experience that strengthens profitability and loyalty.

• Strong problem‑solving and de‑escalation skills; able to resolve merchant issues efficiently and professionally
• Excellent verbal and written communication skills (phone/email), with the ability to explain solutions clearly to different audiences
• Customer service and relationship management strengths; comfortable supporting a wide range of personalities and needs
• Analytical ability to review merchant/account data and translate insights into actionable recommendations
• Strong organization, attention to detail, and follow‑through while balancing multiple priorities
• Experience delivering client‑focused solutions aligned to business goals
• Proficiency with Microsoft Office and CRM tools

• Experience coordinating with banking partners and third‑party providers to drive issue resolution
• Familiarity with risk/compliance monitoring and remediation support (including PCI‑related corrective actions)
• Background in transaction processing strategy, pricing/product recommendations, and retention‑focused portfolio management
• Ability to develop and deliver merchant education or training to improve performance
• Bilingual capability (eligible languages may qualify for a pay differential)

• Bachelor’s degree in Business Administration, Accounting, Marketing, or a related field (preferred)
• 3+ years of experience in a financial institution and/or customer service role (required)

• $60,000