Merchant Support Supervisor - Onsite - Sandy, UT

Merchant Support Supervisor (Onsite - Sandy, UT)

Pay: $100,000 - $110,000 base

Schedule:

Full-time | Standard business hours

Location:

Onsite in Sandy, UT (initial remote onboarding with travel for training; onsite full-time starting August)

About the Company

Our client is a rapidly growing fintech organization focused on providing financing solutions for small and mid-sized businesses. Known for its strong culture and fast-paced environment, the company is expanding operations in Utah-creating an opportunity for a hands-on leader to help build and shape a high-performing support organization from the ground up.

Why This Role Matters

This isn't a typical customer service supervisor role. This position is critical to driving operational performance, accountability, and service quality across both internal teams and third-party vendors.

You'll act as the onsite leader for a growing satellite office, directly impacting customer experience, team performance, and operational excellence in a high-volume financial services environment.

What You'll DoTeam Leadership & Vendor Oversight

+ Lead and coach onsite Merchant Support Representatives with real-time feedback and performance management

+ Oversee third-party vendor teams to ensure alignment with service standards, workflows, and compliance

+ Monitor call volume, queue health, and SLA performance to meet operational targets

+ Act as escalation point for complex or high-impact customer issues

+ Partner with vendor leadership to improve performance and resolve service gaps

Operations Management

+ Oversee daily merchant servicing operations across onsite and remote teams

+ Ensure timely resolution of merchant inquiries throughout the servicing lifecycle

+ Maintain consistency in workflows, processes, and service delivery standards

+ Collaborate with internal teams (Operations, Compliance, IT, Underwriting) to resolve issues

Performance & Continuous Improvement

+ Track KPIs including SLA attainment, productivity, call quality, and first-call resolution

+ Identify workflow inefficiencies and implement operational improvements

+ Provide regular updates and recommendations to leadership

+ Support process improvements and operational initiatives

Site Leadership

+ Serve as the onsite leader for the Sandy, UT office

+ Build a culture of accountability, professionalism, and high performance

+ Coordinate site operations including staffing, facilities, and employee experience

+ Act as liaison between the satellite office and headquarters

What We're Looking For Required Experience

+ Experience leading teams in:

+ Call center operations

+ Financial services, lending, or collections

+ B2B servicing environments

+ Proven experience managing both internal teams and third-party vendors

+ Strong track record driving SLA attainment and operational performance

+ Hands-on leadership style with ability to manage day-to-day execution

Key Skills

+ Call center / contact center management

+ Operational improvements & workflow optimization

+ Vendor management & accountability

+ Performance coaching and team development

+ Strong communication and cross-functional collaboration

Ideal Candidate Traits

+ High accountability and ownership mindset

+ Calm, decisive leader in fast-paced environments

+ Direct, professional communicator

+ Process-driven with strong operational focus

+ Comfortable leading performance conversations and driving results

What Sets This Role Apart

+ Opportunity to build and lead a new site during a major expansion

+ Direct impact on operational success and customer experience

+ High visibility role working cross-functionally and with leadership

+ Strong growth potential within a scaling fintech organization

Additional Details

+ Permanent, direct hire opportunity

+ Full benefits package including medical, dental, vision, 401(k), and more

Job Type & Location

This is a Permanent position based out of Sandy, UT.

Pay and Benefits

The pay range for this position is $100000.00 - $110000.00/yr.

Health Insurance Dental Insurance Vision Insurance FSA HSA Life and AD&D Insurance Voluntary Life/AD&D Voluntary Short & Long - term Disability EAP & Work/Life Services Worldwide Travel Assistance AFLAC Supplemental Insurance…