Company Description
We’re Checkout.com – a global payments company powering billions of transactions every year. With 19 offices across six continents and a London HQ, we empower businesses, customers, and our people to thrive. The Merchant Operations Manager role is a career‑defining opportunity to shape the future of fintech.
Key Responsibilities
People Leadership & Mentorship
- Promote a positive, inclusive, and collaborative environment; proactively address conflicts and maintain high team engagement and morale.
- Drive the upskilling of specialists through regular coaching, feedback loops, and structured professional development plans.
- Manage team capacity and resource allocation to keep the team agile and productive during peak volumes.
Operational Excellence & Performance
- Monitor KPIs to ensure the team consistently meets onboarding targets and Service Level Agreements (SLAs).
- Provide senior leadership with data‑driven reports on productivity, bottlenecks, and merchant trends; lead the evolution of internal processes and champion automation to reduce manual overhead.
Technical Execution (Care & Configuration)
- Oversee regional configuration of merchant accounts: creation, updates, and termination with precision.
- Investigate and resolve complex merchant inquiries (payment issues, APIs, account concerns) via email, phone, and chat.
- Utilize SQL and log analysis tools (e.g., Datadog) to diagnose technical challenges and provide accurate resolutions.
- Collaborate with Sales, Product, and Engineering to resolve escalations and provide feedback on the merchant experience.
About You
- 4–6 years of experience in support, operations, or configuration roles, preferably within payments or fintech.
- Demonstrated leadership or mentoring experience; you take radical ownership of your team’s output and growth.
- Proficient in configuration management, APIs, and SQL; familiarity with log analysis (Datadog) and CRM tools (Zendesk/Salesforce) is a major plus.
- Analytical mindset: you solve puzzles, whether technical bugs or operational bottlenecks, and rely on data to inform decisions.
- Excellent communication skills; you can translate complex technical concepts into simple terms for merchants and stakeholders.
- Resilient in a high‑growth environment; you make quick, informed decisions and embody our Operating Principles: Talk Straight, One Team, Fundamentally Positive.
Additional Information
We create conditions that allow high performers to thrive through ownership, fewer blockers, and meaningful work. Expect a fast pace, meaningful challenges, and recognition for impact. We value diversity and encourage candidates and recruiters to let us know if you need any accommodations during the hiring process.
Life at Checkout.com
Our hybrid model offers flexibility with three office days per week to support collaboration and connection. Learn more about culture and roles on our Careers Page, LinkedIn, or Instagram.
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