Merchant Support Lead
关于"认可"是一个快速增长的支付平台，专注于服务高风险和受困市场，包括在线游戏，幻想运动，抽奖等。我们正在以用户优先思维解决遵守和支付复杂的问题。作为一个具有合作文化的快速发展的初创公司，我们正在建立一个团队热衷于提供真正的解决方案并进行娱乐。我们现在正在聘请一名商人支持领导者来掌握我们的商人支持运营，帮助从头开始扩大高性能团队规模。这是一个具有高影响力的实践角色，对于有510年的经验的商人支持，支付操作或相关职能的人来说。商人支持领导将负责管理所有商人支持请求，帮助解决银行收购问题，并协助新客户通过登录过程。最初，你会是个个人贡献者 拥有日常支持请求，与销售合作收集登陆文件，并以紧迫感解决复杂的问题。随着公司的发展，你将聘请和领导一个支持和登录团队，定义内部流程，并帮助我们有效地扩展客户运营。这是一个在一个快速节奏的环境中舒适的人，有大量支持门票，渴望识别效率，并很高兴从第一天开始领导一个功能。关键责任 商人支持运营 · 所有入境商人支持门票和请求 ·与收购银行沟通解决问题 （例如，银行账户更新，资金延迟，交易减少）·调查和故障处理事务纠纷，支付错误和技术升级 ·通过更好的流程和内部合作追踪和改善响应和解决时间 ·与销售团队合作，提交和跟踪商人申请 ·从商家收集并组织需要的文件进行承载 ·作为销售，运营和承载团队之间的联系人以确保商人在登录过程中流动顺利 ·帮助记录登录进程并通过额外的团队支持做好准备扩展这一功能 ·确定程序改进和实施可扩展的支持工作流程 ·开发支持和登录功能 SOP ·构建和管理一个团队
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This is a remote position.
About Approvely
Approvely is a fast-growing payment platform focused on serving high-risk and underserved markets, including online gaming, fantasy sports, sweepstakes, and more. We’re solving complex problems in compliance and payments with a user-first mindset. As a fast-moving startup with a collaborative culture, we’re building a team that’s passionate about delivering real solutions — and having fun while doing it.
We’re now hiring a Merchant Support Lead to take ownership of our merchant support operations and help scale a high-performing team from the ground up.
About the Role
This is a high-impact, hands-on role for someone with 5–10 years of experience in merchant support, payment operations, or a related function. The Merchant Support Lead will be responsible for managing all merchant support requests, helping to resolve issues with acquiring banks, and assisting new customers through the onboarding process.
Initially, you’ll be an individual contributor — owning daily support requests, collaborating with sales to gather onboarding documents, and resolving complex issues with a sense of urgency. As the company grows, you’ll hire and lead a support and onboarding team, define internal processes, and help us scale customer operations efficiently.
This is a role for someone who’s comfortable in a fast-paced environment with a high volume of support tickets, eager to identify efficiencies, and excited to lead a function from day one.
Key Responsibilities
Merchant Support Operations
· Own all inbound merchant support tickets and requests
- Communicate with acquiring banks to resolve issues (e.g., bank account updates, funding delays, transaction declines)
- Investigate and troubleshoot transaction disputes, payment errors, and technical escalations
- Track and improve response and resolution times through better processes and internal collaboration
Merchant Onboarding
· Partner with the Sales team to submit and track merchant applications
- Gather and organize required documents from merchants for underwriting
- Act as a liaison between the sales, operations, and underwriting teams to ensure merchants move smoothly through onboarding
- Help document onboarding processes and prepare for scaling this function with additional team support
Team Building and Optimization
· Identify process improvements and implement scalable support workflows
- Develop SOPs for support and onboarding functions
- Build and manage a team of support and onboarding specialists as the business grows
- Monitor KPIs and customer satisfaction metrics to guide performance and improvements
Cross-functional Collaboration
· Escalate high-risk or complex issues to compliance, banking partners, or tech teams as appropriate
- Collaborate with Product, Sales, and Customer Success teams to close the feedback loop on merchant experience
- Maintain close oversight of high-priority accounts and assist with escalations when needed
Requirements
What We’re Looking For
· 5–10 years of experience in merchant support, operations, onboarding, or payment services (experience with ISOs, PSPs, or acquiring banks preferred)
- Strong knowledge of the merchant lifecycle from onboarding to support and account updates
- Familiarity with CRM systems, ticketing platforms, and payment platforms
- Experience working in high-risk verticals or regulated industries is a plus
- Clear, professional communication skills (written and verbal)
- Comfortable in early-stage environments with ambiguity, speed, and high ownership
- Process-oriented and eager to build structure and scalability
Preferred Qualifications
· Experience with chargebacks, RDR, ACH rejects, and PCI compliance
- Strong understanding of the payments ecosystem and acquirer/merchant relationships
- Prior experience building or managing a support team
- Familiarity with onboarding workflows and underwriting document requirements
Benefits
What You'll Gain
· A leadership role at a rapidly scaling payments startup
- Opportunity to build and scale a department from day one
- Deep exposure to acquiring banks, compliance, and operational infrastructure
- A collaborative and fast-moving team with direct access to company leadership
- Remote flexibility, competitive pay, performance bonus, and health benefits
- A chance to shape how support and onboarding are done differently in this industry
Originally posted on Himalayas