Team Lead, Merchant Support

Team Lead, Merchant Support Full-Time Hybrid: Markham, ON Shift Schedule: Rotating schedule between 8 am and 8 pm About the Role Sage Recruiting is hiring a Merchant Support Team Lead for our client’s Support division. This role involves overseeing a team that supports merchant partners with their accounts, integrations, and payment solutions. You’ll balance people leadership with hands-on technical expertise—guiding your team through escalated merchant account issues, payment processing challenges, and system integrations. The goal: ensure merchants receive reliable, accurate, and timely support that strengthens their business and loyalty. What You’ll Do Lead, coach, and develop a team of Merchant Support Specialists Oversee daily operations and ensure SLAs and KPIs are consistently met Handle escalated merchant account issues, including: Payment gateway and processor errors API or POS integration issues Settlement discrepancies, reconciliation, and reporting concerns Chargebacks, disputes, and transaction failures Merchant billing inquiries Identify and analyze recurring merchant account trends, working with Product and Technology teams to implement long-term fixes Partner with cross-functional teams to improve onboarding, merchant account setup, and overall experience Monitor and review merchant feedback to improve retention and satisfaction Provide direct support during high-volume periods or complex escalations What We’re Looking For 3 years of experience in merchant account support, payments, or financial services 1–2 years of leadership experience (team lead, supervisor, or similar) Strong knowledge of: Payment gateways and processors API integrations and troubleshooting Settlements, reconciliation, and reporting Chargebacks and dispute resolution Excellent communication skills to explain technical issues clearly to both merchants and internal stakeholders Experience in SaaS, hospitality, or payments software is an asset Ability to manage multiple priorities in a fast-paced environment Why Join Competitive salary ($80,000 - $90,000 per year) and benefits package Career development and growth opportunities Collaborative, supportive team environment Opportunity to directly shape the merchant experience and improve retention If you’re a natural leader with deep merchant account expertise and a passion for helping clients succeed, we’d love to hear from you!

Location: Markham, Ontario, CA

Posted Date: 11/4/2025