The chance to directly impact the merchant experience and contribute to improved retention.

Responsibilities
Supervise, mentor, and foster the professional growth of Merchant Success Specialists.
Manage daily operations, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met.
Act as the primary point of contact for escalated merchant account challenges, including but not limited to:
- Payment gateway and processor malfunctions
- API or point-of-sale (POS) integration difficulties
- Settlement discrepancies, reconciliation processes, and reporting
- Chargebacks, dispute resolution, and transaction failures
- Merchant billing inquiries
Analyze and pinpoint recurring trends in merchant account issues, collaborating with product development and technology teams to implement sustainable solutions.
Work cross-functionally to optimize the merchant onboarding process, account setup, and overall client experience.
Monitor and evaluate merchant feedback to enhance retention and satisfaction rates.
Offer direct support during high-demand periods or for particularly intricate escalations.

Qualifications
A minimum of 3 years of experience in merchant account support, the payments industry, or financial services.
At least 1-2 years of leadership experience (e.g., team lead, supervisor, or similar capacity).
Comprehensive knowledge of:
- Payment gateways and processors
- API integrations and troubleshooting methodologies
- Settlements, reconciliation practices, and reporting procedures
- Chargebacks and dispute resolution processes
Exceptional communication skills, with the ability to articulate technical issues clearly to both merchants and internal stakeholders.
Prior experience in SaaS, hospitality, or payments software is a valuable asset.
Demonstrated ability to effectively manage multiple priorities in a fast-paced work environment.

Summary
We are seeking a dynamic and experienced Team Lead to join the Merchant Success team. In this pivotal role, you will be responsible for nurturing and growing a team dedicated to providing exceptional support to our merchant partners across account management, system integrations, and payment solutions. This position requires a blend of strong leadership and deep technical acumen, as you will guide your team in resolving complex issues related to merchant accounts, payment processing, and system connectivity. Your ultimate goal will be to ensure merchants receive precise, timely, and dependable support, fostering their business growth and strengthening their loyalty.

If you feel that this role is interesting, and your profile is a good fit, I'd love to hear from you! The best and fastest way to get a response is to submit your updated resume to
sheryl.san.lorenzo@randstaddigital.com & byron.poon@randstaddigital.com

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.