Manager, Merchant Support

• Ensure the team maintains accurate, complete case records and follows ClarityPay policy and applicable federal and state regulations.

• Uphold training and compliance obligations and ensure team readiness and certification.

• Identify compliance or process risks and escalate them appropriately.

• Monitor dispute trends and translate them into reporting and recommendations that reduce future disputes.

• Identify root causes and drive process, policy, communication, or tooling improvements.

• Build and maintain playbooks, SOPs, and knowledge resources for consistency and quality.

• Leadership Experience: 3-4 years in merchant or customer support, payments, dispute or chargeback handling, or financial-services operations, including 1–2+ years leading or coaching a team (formally or as a senior/lead).

• Industry Background: Payments, BNPL, fintech, banking, or BPO/financial-services environments preferred.

• Dispute Expertise: Strong understanding of the dispute management lifecycle and the ability to personally resolve top escalations.

• People Leadership: Proven ability to coach, develop, and motivate a team, with comfort giving feedback and managing performance.

• Operations: Has managed KPIs, SLAs, quality, and capacity in a support environment.

• Regulatory Awareness: Working familiarity with consumer-finance and payments regulations, and a track record of keeping a team within compliance guidelines.

• Stakeholder Management: Excellent written and verbal communication; credible with merchants and internal leadership, and able to de-escalate with empathy.

• Tools: Proficiency with Microsoft Office and comfort across CRM/case management, ticketing, contact-center, and reporting/dashboard platforms.

• Education: High school diploma or G.E.D. required; bachelor’s degree in business, finance, or a related field preferred.

• Work Location: Based in our Bangalore, India office, supporting U.S. East Coast business hours.

• Bilingual - we provide live support seven days a week in English and Spanish.

• Prior team-lead experience in a payments, BNPL, or servicing/collections environment.

• Familiarity with workforce management, scheduling, and reporting tools.

ClarityPay is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, age, disability, veteran, marital status, or any other legally protected status.