About the Job

The Operations Supervisor will play a critical role in supporting the Operations Department by ensuring customer satisfaction and operational efficiency. This role involves front-line customer support, onboarding assistance, and maintaining operational workflows to drive smooth payment processing and client success.

Key Responsibilities:

• Provide front-line customer support for merchants and partners via calls and emails, ensuring timely issue resolution.
• Manage onboarding processes, including documentation collection, account setup, and training on systems and gateways.
• Track, monitor, and resolve support cases while maintaining case response time standards.
• Order, configure, and train clients on point-of-sale systems and payment gateways.
• Maintain accurate records of merchants, partners, and vendors in the CRM system.
• Identify opportunities for workflow and system improvements to enhance operational efficiency.
• Assist with payment research, fraud/risk management, and operational planning as needed.

Requirements:

• 2+ years of experience in Banking, Payment Operations, or ACH processing.
• Strong problem-solving, attention to detail, and organizational skills.
• Excellent communication and customer service experience in a fast-paced environment.
• Proficiency in Microsoft Office Suite, Salesforce, and communication tools.
• Familiarity with fraud/risk management, compliance, and technical platforms like WordPress and Shopify is a plus.
• Bachelor’s degree or equivalent experience in financial technology preferred.