Customer Success Team Lead

Who We Are

Choice Merchant Solutions is a fast-growing private equity backed fintech company that enables commerce with our technology.  We facilitate payments for traditional brick-and-mortar business as well as provide the payments engine behind some of the fastest growing e-commerce companies.  We are a fast-paced scale play in one of the hottest industries.  Our culture is both entrepreneurial as well as supportive.  Our financial sponsor is one of the most prestigious Silicon Valley based growth equity firms and our mandate is to grow through M&A, exponential organic growth and through hiring the most talented people.

Who You Are

You are a high energy individual who is passionate about building strong relationships. You are eager to learn as much as you can in the coming few years and thrive in a fast-paced environment. Your mentors would describe you as intelligent, detail-oriented, and resourceful. You can demonstrate positive collaboration and teamwork through past experiences. You don’t need step-by-step directions to complete a task, but instead, spend time and energy building your own solutions.

We’re looking for an organized, self-starter to join Choice as the Customer Success Team Leader as part of the Choice Management Team. As a Team Leader, you’ll work with agents, merchants and our revenue team playing a critical role in delivering against key business objectives. You will create and deliver comprehensive process plans, develop recommendations for improvement, mentor and manage our support staff, educate merchants and agents and set appropriate expectations with your deep product knowledge. You are confident, articulate and feel comfortable engaging in thoughtful conversation with agents, merchants and executives regarding technical functionality and industry best practices. Our ideal candidate possesses start-up grit, a desire to uncover and resolve issues, and a discipline in tracking performance. Ideally, they are comfortable with the MS office suite, Slack and are driven by data. We are looking for an individual meticulously organized, able to thoughtfully manage competing priorities and accounts, and is comfortable working under tight deadlines.

Position Overview

The Customer Success team is comprised of dedicated individuals who care deeply about the success and experience of our merchant and agent partners. You will lead this growing team and have significant input into hiring and performance management.  We are resourceful – when we see something that can be improved, we don’t wait to act. We seize opportunities to learn and grow and are committed to providing a supportive environment. As the team leader, you will manage all aspects of the Customer Success cycle for the team, offering strategic ongoing account management. You will work directly with our new and existing Choice merchants as well as our agent offices to ensure they are successful and grow their business using Choice tools and services. Your day-to-day will include team management, customer troubleshooting, supporting the release of new technical products, coordinating with our technical support team and working with executive management to reduce attrition.

You Must

  • Manage the support team for a portfolio of brick and mortar customers in the restaurant, retail, and service industry, across geographic areas.
  • Allocate our talent resources to meet the moment and meet the needs of our future growth
  • Manage the support team for a portfolio of e-commerce and ISV customers throughout the country
  • Build deep relationships with and create value for key partners; Consistently exceed merchant expectations with your responsiveness, level of commitment and ability to deliver under tight timelines and limited bandwidth to create merchants and agents who will publicly rave about their Choice experience.
  • Ability to glean valuable merchant insights to identify key pain points for the customer and turn these insights into feedback for the future Product/Engineering roadmap.
  • Develop and maintain a deep understanding of product capabilities and administration tools to add value, demonstrate expertise and promote the use of Choice products and services
  • Possesses a willingness and grit to go above and beyond role description or standard working hours to deliver impactful results.

We are not big on requirements, but you probably have:

  • 5+ years of Software/Payments/B2B experience in customer success, account management, or client management
  • Experience leading and growing a team
  • A BA/BS
  • An understanding of startup, growth equity stage or face-paced environment and willingness to break through walls
  • Strong written and verbal skills and enjoy speaking to teams and executive management
  • Exceptional organizational skills and supreme attention-to-detail 
  • A blended creative and analytical approach to problem-solving
  • Familiarity with conventional software – MS Office, Slack and Call Center Technology
Job Category: Customer Service
Job Type: Full Time

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