Associate Manager, Merchant Helpdesk (Escalations & Lending)

Key Deliverables:

• Drive process improvements and resolve key merchant support challenges
• Monitor operational tasks, team metrics, and ensure regulatory alignment
• Oversee team performance including in-house and outsourced operations
• Implement tools and frameworks to improve merchant satisfaction and efficiency

Role Responsibilities:

• Manage and enhance merchant complaint resolution workflows
• Collaborate with cross-functional teams for training and analytics
• Lead team development through performance and learning initiatives
• Ensure a cohesive and customer-centric helpdesk environment