Company DescriptionYou might not know our name, but companies like e Bay, Spotify, Klarna, Uber, and Sony do, because we're behind many of the digital experiences you use every day.We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers. Whether you want to book a holiday, order food, renew a subscription, or check out online, there's a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale. The Team Lead, Merchant Operations will lead approximately seven specialists across two teams: Merchant Care and Merchant Configuration. The role is responsible for creating a supportive, accountable, and high-performing team environment while ensuring the teams deliver against agreed service levels and quality expectations for merchants serving the US market.You will coach and develop team members, manage performance and capacity, support escalations, and keep your manager informed about team health and operational performance. You will partner with senior analysts and functional stakeholders for deeper technical, configuration, and process expertise rather than acting as the sole technical owner yourself.Directly manage and develop specialists across Merchant Care and Merchant nduct performance conversations and address performance or conduct concerns promptly and fairly.Support onboarding, capability building, cross-training, and succession planning.Service performance and operational visibilityMonitor team performance against agreed SLOs, SLAs, quality expectations, and other relevant measures.Provide a concise weekly update covering performance, trends, risks, and the reasons for any missed targets.Use operational data and team feedback to identify coaching needs, capacity risks,



and recurring escalation ordinate with senior analysts and partner teams when issues require deeper technical or process expertise.Help maintain consistent ways of working across Merchant Care and Merchant Configuration without becoming the day-to-day technical owner of either function.Act as a people and service escalation point for complex or sensitive merchant-support situations.Partner with the manager, senior analysts, and relevant teams to resolve blockers and protect the merchant experience.At least four years of experience in customer support, service operations, technical support, merchant operations, banking operations, fintech, payments, Saa S, or a related environment.Formal people-management experience, including coaching, feedback, performance management, and development of individual contributors.Experience leading a team against measurable service or operational goals such as SLOs, SLAs, quality, productivity, backlog, response time, or resolution time.Strong written and spoken English, with the ability to communicate clearly with teams and cross-functional stakeholders.A practical, people-centered leadership style with sound judgment in escalations and performance fort working in a structured, metrics-oriented environment and explaining performance variance with evidence.Availability to work from the Mexico City office Tuesday–Thursday and to support US-market-aligned hours when required.Experience leading merchant support, payments support, technical support, customer operations, or service delivery teams.Experience with ticketing, CRM, workforce management, quality, or reporting tools.Familiarity with payments, merchant lifecycle, payment support, configuration operations, or fintech products.Experience working with distributed, general, or US-facing stakeholders.Spanish or direct configuration/SQL/API experience is helpful but not required.Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and , follow us on Linked In and Instagram#

📌 Team Lead, Merchant Operations Operations Mexico City (Ciudad de México)
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📍 Ciudad de México