Head of Merchant

Your mission

At Nomu Pay, we're building the future of global payments. Our platform enables merchants to accept, manage, and move payments seamlessly across international markets, and as we continue to scale, we're looking for an experienced Head of Merchant Support to lead our merchant-facing support function.

This is a fantastic opportunity to shape the future of merchant support within a high-growth fintech. You'll lead a talented team, drive operational excellence, improve the end-to-end merchant experience, and work closely with Product, Engineering, Commercial, and Operations to deliver best-in-class support.

• Lead and develop our Merchant Support function, ensuring exceptional service delivery across all merchant touchpoints.
• Define and implement support processes, SLAs, KPIs, and success measures aligned with business objectives.
• Drive continuous improvement by introducing scalable processes, automation, and best practices.
• Oversee the end-to-end merchant journey, from onboarding and activation through to ongoing support.
• Monitor operational performance and provide clear reporting and insights to senior leadership.

• Act as the senior escalation point for complex merchant issues.
• Champion a merchant-first culture, using customer feedback to influence improvements across products, services, and processes.
• Build strong relationships with key merchants, partners, and internal stakeholders to deliver an exceptional customer experience.

• Lead, coach, and inspire a high-performing Merchant Support team.
• Recruit, develop, and mentor managers and support specialists.
• Foster collaboration, knowledge sharing, and consistency across international teams.
• Drive employee engagement, succession planning, and continuous development.

• Partner closely with Product, Engineering, Commercial, Risk, and Operations teams to improve the merchant experience.
• Ensure support operations remain compliant with regulatory requirements, payment scheme rules, and internal policies.
• Identify operational risks and implement controls to maintain service excellence.

• Experience leading Merchant Support or Customer Support teams within payments, fintech, or financial services
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• Strong understanding of merchant support operations and customer lifecycle management.
• Demonstrated experience improving operational performance, customer satisfaction, and support processes.
• Proven leadership experience with the ability to coach, develop, and inspire teams.
• Excellent stakeholder management and communication skills.
• Experience working with support platforms such as Zendesk, Salesforce, or similar CRM and ticketing systems.
• A data-driven mindset with experience using KPIs, SLAs, dashboards, and reporting to drive continuous improvement.

• Experience supporting merchants across multiple international markets.
• Experience implementing automation or AI within customer support functions.
• Knowledge of payment processing, acquiring, onboarding, or merchant integrations.
• Experience leading teams through growth and organisational change.

• Competitive salary
• Pension contribution
• 25 days annual leave plus bank holidays
• Birthday day off
• Hybrid working
• Modern offices in central Manchester
• Wellbeing Portal, including 24/7 GP access, mental health support, and wellbeing resources
• Opportunities to work with global teams across Europe, APAC, and beyond
• The chance to shape and scale a critical function within one of the fastest-growing fintech businesses