Customer Service Manager

Join a team that’s focused on doing things the right way—collaborative, values-driven, and relentlessly customer-first. In this role, you’ll be the go-to partner for a portfolio of merchants, helping them get more from their payment processing while delivering a best-in-class experience that drives retention and profitability.

You’ll dig into account activity, uncover opportunities to improve performance, and confidently recommend smarter pricing, products, and processing approaches that reduce cost and risk. When issues come up, you’ll quarterback solutions across internal teams and external partners (including banking and third-party providers), keep everyone aligned with clear timelines and updates, and ensure merchants feel supported every step of the way. If you’re energized by problem-solving, relationship-building, and making a measurable impact, this is a role where your work will be seen—and valued.

Duties & Responsibilities

• Own merchant relationships across multiple industries, delivering a responsive, high-service experience through phone/email communication, documentation, and scheduled portfolio/retention touchpoints.
• Consult on transaction processing strategy, auditing account activity and recommending pricing/product/processing alternatives (including equipment or plan changes) while clearly explaining pros/cons to improve performance and reduce cost.
• Drive issue resolution end-to-end, coordinating with internal teams plus banking and third-party partners, providing clear updates, timelines, and expected resolution dates.
• Identify and reduce risk/compliance exposure, monitoring policy-related concerns and supporting PCI remediation and other required corrective actions.
• Hit growth/retention/service goals, including delivering merchant education/training and managing merchant re-applications from documentation through successful resubmission (with additional compensation per completed application).

Requirements / Qualifications

• Strong problem-solving and de-escalation skills with the ability to resolve merchant issues efficiently and professionally.
• Excellent verbal and written communication skills; able to explain solutions clearly to different audiences.
• Strong customer service and relationship management skills; comfortable working with a wide range of merchant needs and personalities.
• Analytical ability to review merchant data and translate insights into actionable recommendations.
• Strong organization, attention to detail, and follow-through; able to manage multiple priorities at once.
• Experience delivering client-focused solutions that align to business goals.

Education & Experience

• Bachelor’s degree in Business Administration, Accounting, Marketing, or a related field preferred.
• 3+ years of experience in a financial institution and/or customer service role required.
• Proficiency in Microsoft Office and CRM tools required.