Team Lead, Merchant Operations

Company Description We’re Checkout.com – you might not know our name, but companies like eBay, ASOS, Klarna, Uber Eats, and Sony do. That moment when you check out online? We make it happen. Checkout.com is where the world checks out. Our global network powers billions of transactions every year, making money move without making a fuss. We spent years perfecting a service most people will never notice. Because when digital payments just work, businesses grow, customers stay, and no one stops to think about why. With 19 offices spanning six continents, we feel at home everywhere – but London is our HQ. Wherever our people work their magic, they’re fast-moving, performance-obsessed, and driven by being better every day. Ideal. Because a role here isn’t just another job; it’s a career-defining opportunity to build the future of fintech. Job Description Job Description The Team Leader, Merchant Operations will lead a high-performing team focused on the efficient, compliant, and scalable service delivery to Checkout.com merchants serving the US market . We are looking for a high-impact leader to bridge the gap between technical execution and world-class service . Your role is to oversee two sub-teams: Merchant Care (customer service to our merchants, responding promptly and accurately to their queries) and Merchant Configuration (carrying out system configuration changes on Checkout.com systems, based on requests from internal Checkout teams, on behalf of our merchants) . Key Responsibilities: People Leadership & Mentorship Team Management: Promote a positive, inclusive, and collaborative environment . Proactively address conflicts and maintain high team engagement and morale . Mentorship & Growth: Drive the upskilling of specialists through regular coaching, feedback loops, and structured professional development plans . Workload & Capacity: Manage team capacity and resource allocation, ensuring the team remains agile and productive during peak volumes . Operational Excellence & Performance Performance Management: Monitor qualitative and quantitative KPIs to ensure the team consistently meets onboarding targets and Service Level Agreements (SLAs) . Reporting & Continuous Improvement: Provide senior leadership with actionable insights and data-driven reports on team productivity, bottlenecks, and merchant trends . Lead the evolution of internal processes and systems, championing automation to increase accuracy and reduce manual overhead . Technical Execution (Care & Configuration) Configuration Oversight: Act as the regional frontline for setting up, updating, and terminating merchant accounts with precision . Technical Support: Investigate and resolve complex merchant inquiries (payment issues, APIs, account concerns) via email, phone, and chat . Tool Proficiency: Utilize SQL and log analysis tools (e.g., Datadog) to diagnose technical challenges and provide accurate resolutions . Cross-Functional Collaboration: Partner with Sales, Product, and Engineering to resolve escalations and provide feedback on the merchant experience . About You Experience: 4 years of work experience in support, operations, or configuration roles, preferably within the payments or Fintech industry . Proven Leadership: Demonstrable experience managing or mentoring a team . You take radical ownership of your team's output and professional growth . Tech-Savvy: Proficient in Configuration Management, APIs, and SQL . Familiarity with log analysis (Datadog) and CRM tools (Zendesk/Salesforce) is a major plus . Analytical Mindset: You enjoy solving puzzles; whether it's a technical bug or an operational bottleneck, and you use data to back up your decisions . Communication: Exceptional interpersonal skills with the ability to translate complex technical concepts into simple terms for merchants and internal stakeholders . Resilience & Culture Fit: Comfortable making quick, informed decisions under pressure in a high-growth environment . ... (truncated, view full listing at source)