Team Lead, Operational Support
Skills
- Excellent customer service and clear communication
- Leadership and people management experience
- Experience managing international/supporting global merchants
- Strong problem-solving and process design skills
- Stakeholder management and cross-functional collaboration
- Escalation handling and decision-making under pressure
- Ability and willingness to travel domestically and internationally when required
Responsibilities
- Grow and lead the Operational Support Team in the Chicago support hub
- Manage daily operations as the first interface for merchants, resolving operational and technical issues
- Coach, mentor and develop team members to improve technical and customer-facing skills
- Establish and maintain training programs and knowledge-sharing practices
- Collaborate with Sales, Account Management, Product Development, and Technical Support to surface merchant insights
- Define and track team performance metrics, accountability, and present progress to senior leadership
- Serve as an escalation point for complex merchant issues and ensure timely resolution
- Design and implement robust support processes and procedures
Education
- Bachelor’s degree or equivalent work experience preferred
- Relevant certifications or continuous professional development in customer support or management a plus
Benefits
- Competitive salary and performance-driven incentives
- Health, dental, and vision insurance
- Retirement savings plan
- Paid time off and parental leave
- Professional development and training opportunities
- Collaborative, inclusive global company culture
Average salary estimate
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