Manager, Merchant Support

About the Company

ClarityPay is a fast-growing fintech empowering enterprise merchants with smarter, more adaptive pay-over-time solutions, including point-of-sale financing and "Buy Now, Pay Later" programs.

Responsibilities

• Lead, coach, and develop a team of merchant support specialists handling escalated disputes and transaction-related concerns.
• Manage scheduling, capacity, and queue coverage to meet SLAs.
• Own team KPIs including resolution time, quality scores, and merchant satisfaction.
• Serve as the senior escalation point for complex, sensitive, or high-value disputes.
• Partner with Servicing, Risk, Compliance, and Product teams on policy questions and systemic fixes.
• Monitor dispute trends to provide recommendations for process and tooling improvements.
• Ensure team maintains accurate case records in compliance with federal and state regulations.

Requirements

• 3-4 years in merchant/customer support, payments, dispute handling, or financial services operations.
• 1-2+ years of experience leading or coaching a team.
• Strong understanding of the dispute management lifecycle.
• Experience managing KPIs, SLAs, and quality in a support environment.
• Working familiarity with consumer-finance and payments regulations.
• Proficiency with Microsoft Office and CRM/case management platforms.
• Ability to work from the Bangalore office supporting U.S. East Coast business hours.
• High school diploma required; Bachelor's degree in business or finance preferred.

Preferred Qualifications

• Bilingual in English and Spanish.
• Prior team-lead experience in payments, BNPL, or servicing/collections.
• Familiarity with workforce management and reporting tools.