Merchant Support Supervisor

Description

Job Title:

Merchant Support Supervisor Department:
Merchant Support

Reports To:

Merchant Support Manager Supervises:
Internal and External Merchant Support Representatives ensuring consistent performance and service standards across all support channels

The Merchant Support Supervisor is responsible for managing the day-to-day performance of Merchant Support Representatives and ensuring timely, accurate, and compliant support across the merchant lifecycle. This role oversees merchant servicing activities including post-funding support, issue resolution, and inbound and outbound merchant communication within a B2B lending environment.

This role oversees both internal team members and external support partners, ensuring third-party representatives operate in alignment with internal service standards, compliance requirements, workflows, and performance expectations.

The Merchant Support Supervisor acts as a front-line people leader, bridging strategy and priorities set by the Merchant Support Manager with daily execution by the Merchant Support team. This role focuses on coaching, SLA attainment, efficiency, and effective issue resolution to drive a consistent merchant experience, operational excellence, and long-term retention.

• Directly supervise and support Internal and External Merchant Support Representatives, holding teams accountable to performance and service standards across all support channels.
• Monitor daily call activity including inbound and outbound volume, merchant inquiries, follow-ups, and end-to-end resolution of merchant issues.
• Conduct call monitoring and interaction reviews to ensure quality, accuracy, compliance, and professionalism in all merchant communications.
• Provide real-time coaching and targeted feedback to improve call effectiveness, issue resolution, and merchant experience; serve as an escalation point for complex, sensitive, or high-risk merchant concerns.
• Ensure adherence to schedules, coverage plans, service-level expectations, and approved support workflows.
• Assist in facilitating team meetings, huddles, and ongoing coaching conversations focused on performance, quality, and continuous improvement.

• Oversee day-to-day merchant support operations to ensure merchant inquiries are addressed promptly and resolved effectively throughout the post-funding lifecycle.
• Maintain consistent service levels by balancing inbound demand with outbound follow-up and managing coverage during peak call periods.
• Partner with internal departments including Renewals, Underwriting, Compliance, and Operations to resolve merchant issues impacting servicing accuracy, account standing, or merchant experience.
• Ensure external support partners meet internal service-level, quality, and compliance standards consistent with internal Merchant Support operations.
• Identify recurring call drivers, resolution barriers, and merchant friction points; collaborate with leadership to support process and communication improvements.

• Track and report performance across service-level, efficiency, and effectiveness measures to ensure timely, high-quality merchant support.
• Metrics include service-level attainment, responsiveness, call volume trends, productivity and coverage efficiency, first-contact resolution, call quality, and compliance adherence.
• Evaluate performance consistently across internal teams and external support partners, ensuring efficiency improvements do not compromise merchant experience or regulatory standards.
• Identify trends and risks impacting service delivery and partner with leadership to implement corrective actions and continuous improvement initiatives.
• Provide performance insights and recommendations that support staffing decisions, coaching focus areas, and service-delivery improvements.

• 2+ years of supervisory or people-leadership experience, preferably within financial services, B2B lending, or a regulated operational environment.
• Demonstrated experience managing call-driven or service-oriented teams with accountability to service levels and performance standards.
• Proven ability to coach, motivate, and hold team members and partners accountable to quality, efficiency, and compliance expectations.
• Comfortable operating in a fast-paced, performance-driven environment with fluctuating call volume and competing priorities.
• Strong verbal communication, sound judgment, and the ability to manage escalated or sensitive merchant interactions professionally.