Merchant Support Supervisor; Utah Site Lead

Description

Lead Operations. Drive Performance. Build Team Culture.

Full-Time | Exempt $ Annually

Job Location:

Sandy, Utah (onsite)

Standard

Schedule:

Monday – Friday – 8:00 AM – 5:00 PM

ECG provides financing solutions that help small businesses access the capital they need to grow. Our team specializes in efficient, non-traditional lending, balancing speed with strong credit discipline and a commitment to doing things the right way.

We are looking for a Merchant Support Supervisor (Utah Site Lead) to support our Merchant Support Operations team. This role is ideal for a hands‑on operational leader who enjoys coaching teams, solving problems, and driving accountability in a fast‑paced service environment.

You’ll play a key role behind the scenes by helping ensure merchant support operations, vendor performance, and onsite leadership functions operate efficiently and align with ECG standards.

If you're organized, performance‑driven, and motivated to lead teams while improving operations, this is a strong opportunity. In this role, you’ll oversee daily merchant servicing operations, support frontline employees and vendor partners, and help maintain a high‑performing satellite office environment.

• Supervise onsite Merchant Support Representatives and provide real‑time coaching and leadership
• Monitor queue health, call activity, and service‑level performance to ensure operational expectations are met
• Serve as an escalation point for complex or sensitive merchant support issues
• Manage third‑party vendor relationships and support teams to ensure alignment with ECG workflows and standards
• Lead coaching sessions, call reviews, team huddles, and performance discussions
• Partner cross‑functionally with Renewals, Underwriting, Compliance, Operations, and IT teams to resolve servicing issues
• Oversee merchant servicing workflows and ensure consistency across support channels
• Track operational metrics including SLA attainment, productivity, call quality, and compliance adherence
• Identify operational trends, process gaps, and workflow improvement opportunities
• Serve as the onsite operational lead for ECG’s Sandy, UT satellite office
• Support site operations involving communication, facilities, technology, safety, and employee experience

• How merchant servicing operations function within a fast‑paced B2B lending environment
• Hands‑on leadership experience managing onsite teams and remote vendor partners
• Exposure to operational performance management, service‑level execution, and workflow optimization
• Cross‑functional collaboration across underwriting, operations, compliance, and support teams
• How to drive accountability, coaching, and operational consistency within a growing organization

• Impact:
  Help lead operational performance and merchant experience across multiple support channels
• Leadership Opportunity:
  Serve as the onsite operational leader for ECG’s Utah satellite office
• Growth Potential:
  Continue developing leadership, operational, and performance management skills
• Team Environment:
  Collaborative, fast‑paced, and accountability‑focused

• On‑site role based in Sandy, UT
• Up to 15% of scheduled travel required to ECG Headquarters in Sioux Falls, SD may be required
• Occasional evening or weekend work may be required based on business needs

• Strong candidates typically have experience in:
• Supervising teams in call center, financial services, or operational environments
• Managing service‑level expectations and operational performance metrics
• Coaching employees and driving accountability
• Supporting high‑volume, service‑driven operations
• Managing vendor relationships or remote support teams

• A hands‑on leader who enjoys coaching and developing teams
• Comfortable making decisions in fast‑paced operational environments
• Organized and able to manage multiple priorities simultaneously
• Strong in communication, accountability, and follow‑through
• Focused on operational consistency, service quality, and continuous improvement

Expansion Capital Group is an equal opportunity employer and considers all applicants without regard to protected characteristics.

• 2+ years of supervisory or people leadership experience
• Experience in financial services, B2B lending, call center, or regulated operational environments
• Experience managing onsite teams and/or third‑party vendor partners
• Strong analytical and operational problem‑solving skills
• Ability to work independently while maintaining alignment with headquarters standards