Customer Success Operations Manager, Payments
Overview
You will lead the front office team and own the entire client onboarding process for a growing merchant services company, handling over 100 new merchants each month. You will work directly with clients in English and Spanish, while coaching staff and ensuring smooth transitions from sales to activation. This role demands a hands-on leader who can step in at any stage. Your work will directly impact client retention and revenue growth.
What You'll Do9
- 1Manage the front office team, assigning tasks and monitoring performance to ensure all onboarding milestones are met.
- 2Oversee the end-to-end onboarding process, reviewing documentation for accuracy and compliance with Fiserv and TSYS requirements.
- 3Serve as the primary escalation point for complex client issues, resolving them within 24 hours to maintain high satisfaction.
- 4Monitor onboarding queues and identify bottlenecks, adjusting workflows to reduce average onboarding time by 20% in the first quarter.
- 5Coach and train team members on effective client communication and platform usage, conducting weekly feedback sessions.
- 6Communicate directly with clients in both English and Spanish, providing status updates and gathering missing information efficiently.
- 7Partner with sales to ensure a seamless handoff, validating that all required documents are collected at the point of sale.
- 8Maintain accurate records in the CRM, generating daily reports on onboarding status and team performance.
- 9Identify process improvement opportunities and implement changes that eliminate redundant steps and reduce errors.
Requirements8
- 13-5 years of experience in operations, client onboarding, or customer success within the merchant services or payment processing industry.
- 2Hands-on experience with Fiserv or TSYS platforms, including configuration and troubleshooting.
- 3Working knowledge of the merchant underwriting process, including risk assessment and compliance standards.
- 4Bilingual in English and Spanish, with the ability to write clear business communications in both languages.
- 5Proven ability to manage and support a team, with a hands-on approach to problem-solving in a fast-paced environment.
- 6Strong organizational skills, capable of tracking multiple deadlines and priorities simultaneously.
- 7Excellent verbal and written communication skills, with the ability to explain complex processes to clients.
- 8Bachelor's degree in Business Administration or related field preferred.
Salary Insight
$70 - $85k per year
Location
Required Skills
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