Job Purpose:
An Assistant Channels Support Manager – POS Merchants role
typically involves overseeing the delivery of support services to POS
merchants’ stakeholders and channel partners. This role ensures seamless
merchant experience by managing escalations, optimising operational processes,
and coordinating closely with internal teams to uphold service excellence,
channel stability, optimisation and efficiency.
Responsibilities
Channel Partner & Merchant Support
- Act
as a key point of contact for channel partners and stakeholders, ensuring
their needs are met efficiently and professionally.
- Lead
the resolution of complex or escalated issues, collaborating with internal
technical and product teams as needed.
- Provide
guidance, training, and support to channel partners and stakeholders on
POS systems, updates, and enhancements.
- Ensure
consistent and high-quality service delivery across all touchpoints with
channel partners and stakeholders.
Channel Program
Management
- Support
the execution and continuous improvement of channel programs, including
merchant onboarding, promotional campaigns, and engagement initiatives.
- Monitor
and evaluate partner and merchant performance, providing actionable
feedback and recommendations.
- Coordinate
with marketing and product teams on joint initiatives and information
dissemination.
Process Optimization
- Identify
inefficiencies and implement enhancements in the merchant support workflow
to improve responsiveness and quality.
- Contribute
to the development and refinement of SOPs, documentation, and support
frameworks.
Cross-Functional
Collaboration
- Collaborate
with internal departments such as Product, Operations, Compliance, and
Technology to ensure merchant issues are resolved and product feedback is
integrated into the roadmap.
- Represent
merchant interests in internal discussions and contribute to the
development of support tools and resources.
Monitoring &
Reporting
- Track
performance metrics such as service levels, support ticket resolution
times, and merchant satisfaction scores.
- Generate
and present regular performance and insight reports to the Channel Support
Manager and senior stakeholders.
- Highlight
trends, risks, and opportunities for merchant growth, retention, or
channel development.
Qualifications
Qualifications,
Experience
Education:
- A
bachelor’s degree in business, Information Technology, or a related field
is preferred.
Experience:
- 2+
years of experience in channel support, customer experience, or merchant
services, preferably in the financial services or payments industry..
- Proven
experience working with POS systems, payment platforms, or e-commerce
solutions.
- Prior
experience managing relationships with external partners or stakeholders
is highly desirable.
Key Competencies &
Skills
- Analytical
Thinking: Ability to interpret data, identify trends, and propose
strategic improvements.
- Leadership:
Strong team coordination and mentoring skills to guide junior support
staff and collaborate across teams.
- Technical
Acumen: Sound understanding of payment technologies and merchant support
systems.
- Communication:
Excellent interpersonal and communication skills to influence, negotiate,
and resolve conflicts.
- Customer
Orientation: Strong focus on delivering exceptional merchant experiences.
- Adaptability:
Comfortable in a dynamic, fast-paced environment with changing priorities.
How to Apply
