Constellation Payment Processing is hiring a Customer Experience Manager to lead a team dedicated to delivering exceptional support to merchants and partners. You will play a key role at our Payment Facilitator (PayFac), empowering SaaS businesses by applying strategic thinking and a passion for operational excellence in the payments industry.
What You'll Do
- Lead, mentor, and develop the Merchant Support and Technical Support teams to ensure high performance and professional growth.
- Oversee resolution of complex merchant issues and ensure compliance with service level agreements (SLAs).
- Collaborate with internal teams such as Risk, Underwriting, Product, and Engineering to manage escalations and improve processes.
- Monitor team performance metrics and implement strategies to enhance merchant satisfaction.
- Drive improvements in merchant experience by analyzing feedback, monitoring Net Promoter Score (NPS) trends, and implementing targeted action plans.
- Manage reporting and analytics to provide visibility to leadership and identify operational trends.
- Participate in initiatives related to fraud prevention, compliance, and operational efficiency.
- Ensure adherence to PCI compliance standards and industry best practices.
- Contribute to process improvement projects and support system enhancements.
- Maintain flexibility for work-related travel, including maintaining a valid passport for international trips as required.
- Participate in an on-call schedule for after-hours support as assigned.
What We're Looking For
- Familiarity with common payment platforms, gateways, terminals, and point-of-sale (POS) systems.
- Excellent written and verbal communication skills with a customer-first attitude.
- Proficiency in using support tools and CRM systems.
- Strong analytical mindset with problem-solving skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
Nice to Have
- 3–5+ years of experience in merchant services, payments, or the fintech industry.
- Proven experience managing a support team or leading operational functions.
- Strong understanding of payment processing workflows, including authorization, settlement, and chargebacks.
- Experience with strategic planning and process optimization.
- Familiarity with leveraging AI tools to streamline workflows and support decision-making.
Technical Stack
- Salesforce
- Zendesk
Team & Environment
You will lead Merchant Support and Technical Support teams.
Constellation Payment Processing is an Equal Opportunity Employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
