Merchant Support Supervisor

Job Description: 

Job Summary:

Constellation Payments is seeking an experienced and proactive Merchant Support Supervisor to lead a team responsible for delivering exceptional support to merchants across payment processing, reporting/reconciliation, and terminal troubleshooting. This role combines team leadership with hands-on problem resolution, cross-functional collaboration, and a strong focus on operational accuracy and customer satisfaction.  This position will report directly to the Risk and Operations Manager.

Key Responsibilities:

Leadership & Team Management

• Supervise, coach, and mentor a team of merchant support specialists to ensure high-quality service and operational efficiency.
• Manage team scheduling, workload distribution, and performance metrics (SLTs, response/resolution times, CSAT).
• Provide ongoing training and development to team members in both technical troubleshooting and financial operations support.
• Act as an escalation point for complex merchant issues and ensure timely resolution.

Merchant Support & Technical Oversight

• Oversee resolution of merchant inquiries related to payment reporting, transaction reconciliation, chargebacks, and account discrepancies.
• Support and supervise terminal-based troubleshooting (e.g., payment devices, connectivity, hardware failures, firmware updates).
• Ensure consistent and accurate handling of settlement issues, funding delays, and daily transaction variances.
• Develop and enforce knowledge base content and standard operating procedures.

Cross-Functional Collaboration

• Work closely with internal teams such as Engineering, Product, Finance, and Risk to resolve merchant issues and drive continuous improvement.
• Identify process bottlenecks and collaborate on solutions to improve merchant experience and internal efficiency.
• Participate in new product rollouts, providing feedback and preparing the support team for changes.

Reporting & Analytics

• Monitor team KPIs and prepare regular performance and trend reports for leadership.
• Analyze merchant support data to identify recurring issues, root causes, and training opportunities.
• Provide guidance on the development of dashboards, reports, and reconciliation tools to support merchant needs.

Qualifications:

• 3–5 years of experience in merchant services, payments, or fintech, with at least 1–2 years in a supervisory or team lead role.
• Strong knowledge of the full payment processing lifecycle, including authorization, settlement, reconciliation, and chargebacks.
• Experience supporting payment terminals and devices (e.g., Ingenico, Verifone, Pax) and knowledge of troubleshooting procedures.
• Exceptional interpersonal, communication, and problem-solving skills.
• Experience with CRM and support platforms (e.g., Salesforce, Zendesk) and comfort working with data/reporting tools (Excel, SQL, etc.).
• Proven ability to lead teams, manage performance, and foster a positive support culture.
• [Preferred] Experience in PCI compliance, POS integrations, or API-based support environments.

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.