Responsibilities
- Manage technical field operations including hardware installation, on-site service delivery, and equipment collection, aligned with customer success goals.
- Supervise the Customer Success team to ensure efficient merchant onboarding, high activation standards, and sustained engagement.
- Develop and oversee regional service hubs or third-party partners to deliver on-site support while meeting SLAs, quality benchmarks, and compliance requirements.
- Improve operational efficiency by reducing costs and enhancing service performance across field teams.
- Create, deploy, and refine standard operating procedures for payment system setup, hardware configuration, quality checks, onboarding, and repair workflows.
- Track key performance indicators, enforce service level agreements, and resolve service deficiencies to minimize complaints and recurring problems.
- Collaborate with Sales, Activation, Customer Support, and Product departments to align field execution with product functionality and client needs.
- Ensure consistent knowledge transfer across teams on technical processes, including onboarding protocols, hardware deployment, and repair handling.
- Lead programs that boost merchant activation outcomes, lower churn, and strengthen long-term customer retention through reliable service delivery.
Responsibilities
- Manage technical field operations including hardware installation, on-site service delivery, and equipment collection, aligned with customer success goals.
- Supervise the Customer Success team to ensure efficient merchant onboarding, high activation standards, and sustained engagement.
- Develop and oversee regional service hubs or third-party partners to deliver on-site support while meeting SLAs, quality benchmarks, and compliance requirements.
- Improve operational efficiency by reducing costs and enhancing service performance across field teams.
- Create, deploy, and refine standard operating procedures for payment system setup, hardware configuration, quality checks, onboarding, and repair workflows.
- Track key performance indicators, enforce service level agreements, and resolve service deficiencies to minimize complaints and recurring problems.
- Collaborate with Sales, Activation, Customer Support, and Product departments to align field execution with product functionality and client needs.
- Ensure consistent knowledge transfer across teams on technical processes, including onboarding protocols, hardware deployment, and repair handling.
- Lead programs that boost merchant activation outcomes, lower churn, and strengthen long-term customer retention through reliable service delivery.
