Merchant Services Team Lead

Merchant Support Team Lead

Jonas Software – Support Division

About the Role

Jonas Software is seeking a Merchant Support Team Lead to oversee a team supporting our merchant partners with their accounts, integrations, and payment solutions. In this role, you'll balance people leadership with hands-on technical expertise—guiding your team through escalated merchant account issues, payment processing challenges, and system integrations. Your 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 inquires

• 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 Jonas?

• Competitive compensation 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!