Merchant Support Lead
This is a remote position.<\/p>
About Approvely<\/b>
<\/h3>
Approvely is a fast\-growing payment platform focused on serving high\-risk and underserved markets, including online gaming, fantasy sports, sweepstakes, and more. We\u2019re solving complex problems in compliance and payments with a user\-first mindset. As a fast\-moving startup with a collaborative culture, we\u2019re building a team that\u2019s passionate about delivering real solutions \u2014 and having fun while doing it.
<\/p>
We\u2019re now hiring a Merchant Support Lead<\/b> to take ownership of our merchant support operations and help scale a high\-performing team from the ground up.
<\/p>\n About the Role<\/b>
<\/h3>
This is a high\-impact, hands\-on role for someone with 5\u201310 years of experience<\/b> in merchant support, payment operations, or a related function. The Merchant Support Lead will be responsible for managing all merchant support requests, helping to resolve issues with acquiring banks, and assisting new customers through the onboarding process.
<\/p>
Initially, you\u2019ll be an individual contributor<\/b> \u2014 owning daily support requests, collaborating with sales to gather onboarding documents, and resolving complex issues with a sense of urgency. As the company grows, you\u2019ll hire and lead a support and onboarding team, define internal processes, and help us scale customer operations efficiently.
<\/p>
This is a role for someone who\u2019s comfortable in a fast\-paced environment with a high volume of support tickets, eager to identify efficiencies, and excited to lead a function from day one.
<\/p>\n
Key Responsibilities<\/b>
<\/h3>Merchant Support Operations<\/b>
<\/h4>\n \n Own all inbound merchant support tickets and requests
<\/p><\/li>\n
Communicate with acquiring banks to resolve issues (e.g., bank account updates, funding delays, transaction declines)
<\/p><\/li>\n
Investigate and troubleshoot transaction disputes, payment errors, and technical escalations
<\/p><\/li>\n
Track and improve response and resolution times through better processes and internal collaboration
<\/p><\/li>\n <\/ul>
Merchant Onboarding<\/b>
<\/h4>\n \n Partner with the Sales team to submit and track merchant applications
<\/p><\/li>\n
Gather and organize required documents from merchants for underwriting
<\/p><\/li>\n
Act as a liaison between the sales, operations, and underwriting teams to ensure merchants move smoothly through onboarding
<\/p><\/li>\n
Help document onboarding processes and prepare for scaling this function with additional team support
<\/p><\/li>\n <\/ul>
Team Building and Optimization<\/b>
<\/h4>\n \n Identify process improvements and implement scalable support workflows
<\/p><\/li>\n
Develop SOPs for support and onboarding functions
<\/p><\/li>\n
Build and manage a team of support and onboarding specialists as the business grows
<\/p><\/li>\n
Monitor KPIs and customer satisfaction metrics to guide performance and improvements
<\/p><\/li>\n <\/ul>
Cross\-functional Collaboration<\/b>
<\/h4>\n \n Escalate high\-risk or complex issues to compliance, banking partners, or tech teams as appropriate
<\/p><\/li>\n
Collaborate with Product, Sales, and Customer Success teams to close the feedback loop on merchant experience
<\/p><\/li>\n
Maintain close oversight of high\-priority accounts and assist with escalations when needed
<\/p><\/li>\n <\/ul>\n
\n
\n <\/div><\/span>
Requirements<\/h3>What We\u2019re Looking For<\/b>
<\/h3>\n \n 5\u201310 years of experience in merchant support, operations, onboarding, or payment services (experience with ISOs, PSPs, or acquiring banks preferred)
<\/p><\/li>\n
Strong knowledge of the merchant lifecycle from onboarding to support and account updates
<\/p><\/li>\n
Familiarity with CRM systems, ticketing platforms, and payment platforms
<\/p><\/li>\n
Experience working in high\-risk verticals or regulated industries is a plus
<\/p><\/li>\n
Clear, professional communication skills (written and verbal)
<\/p><\/li>\n
Comfortable in early\-stage environments with ambiguity, speed, and high ownership
<\/p><\/li>\n
Process\-oriented and eager to build structure and scalability
<\/p><\/li>\n <\/ul>\n
Preferred Qualifications<\/b>
<\/h3>\n \n Experience with chargebacks, RDR, ACH rejects, and PCI compliance
<\/p><\/li>\n
Strong understanding of the payments ecosystem and acquirer/merchant relationships
<\/p><\/li>\n
Prior experience building or managing a support team
<\/p><\/li>\n
Familiarity with onboarding workflows and underwriting document requirements
<\/p><\/li>\n <\/ul>\n
\n
\n <\/div><\/span>
Benefits<\/h3>What You'll Gain<\/b>
<\/h3>\n \n A leadership role at a rapidly scaling payments startup<\/b>
<\/p><\/li>\n Opportunity to build and scale a department<\/b> from day one
<\/p><\/li>\n Deep exposure to acquiring banks, compliance, and operational infrastructure
<\/p><\/li>\n
A collaborative and fast\-moving team with direct access to company leadership<\/b>
<\/p><\/li>\n Remote flexibility, competitive pay, performance bonus, and health benefits
<\/p><\/li>\n
A chance to shape how support and onboarding are done differently<\/b> in this industry
<\/p><\/li>\n <\/ul>\n \n
\n <\/div><\/span>
\n <\/body>\n<\/html>
<\/h4>\n
- \n
Own all inbound merchant support tickets and requests
<\/p><\/li>\nCommunicate with acquiring banks to resolve issues (e.g., bank account updates, funding delays, transaction declines)
<\/p><\/li>\nInvestigate and troubleshoot transaction disputes, payment errors, and technical escalations
<\/p><\/li>\nTrack and improve response and resolution times through better processes and internal collaboration
<\/p><\/li>\n <\/ul>Merchant Onboarding<\/b>
<\/h4>\n- \n
Partner with the Sales team to submit and track merchant applications
<\/p><\/li>\nGather and organize required documents from merchants for underwriting
<\/p><\/li>\nAct as a liaison between the sales, operations, and underwriting teams to ensure merchants move smoothly through onboarding
<\/p><\/li>\nHelp document onboarding processes and prepare for scaling this function with additional team support
<\/p><\/li>\n <\/ul>Team Building and Optimization<\/b>
<\/h4>\n- \n
Identify process improvements and implement scalable support workflows
<\/p><\/li>\nDevelop SOPs for support and onboarding functions
<\/p><\/li>\nBuild and manage a team of support and onboarding specialists as the business grows
<\/p><\/li>\nMonitor KPIs and customer satisfaction metrics to guide performance and improvements
<\/p><\/li>\n <\/ul>Cross\-functional Collaboration<\/b>
<\/h4>\n- \n
Escalate high\-risk or complex issues to compliance, banking partners, or tech teams as appropriate
<\/p><\/li>\nCollaborate with Product, Sales, and Customer Success teams to close the feedback loop on merchant experience
<\/p><\/li>\nMaintain close oversight of high\-priority accounts and assist with escalations when needed
<\/p><\/li>\n <\/ul>\n\n
\n <\/div><\/span>Requirements<\/h3>
What We\u2019re Looking For<\/b>
<\/h3>\n- \n
5\u201310 years of experience in merchant support, operations, onboarding, or payment services (experience with ISOs, PSPs, or acquiring banks preferred)
<\/p><\/li>\nStrong knowledge of the merchant lifecycle from onboarding to support and account updates
<\/p><\/li>\nFamiliarity with CRM systems, ticketing platforms, and payment platforms
<\/p><\/li>\nExperience working in high\-risk verticals or regulated industries is a plus
<\/p><\/li>\nClear, professional communication skills (written and verbal)
<\/p><\/li>\nComfortable in early\-stage environments with ambiguity, speed, and high ownership
<\/p><\/li>\nProcess\-oriented and eager to build structure and scalability
<\/p><\/li>\n <\/ul>\nPreferred Qualifications<\/b>
<\/h3>\n- \n
Experience with chargebacks, RDR, ACH rejects, and PCI compliance
<\/p><\/li>\nStrong understanding of the payments ecosystem and acquirer/merchant relationships
<\/p><\/li>\nPrior experience building or managing a support team
<\/p><\/li>\nFamiliarity with onboarding workflows and underwriting document requirements
<\/p><\/li>\n <\/ul>\n\n
\n <\/div><\/span>Benefits<\/h3>
What You'll Gain<\/b>
<\/h3>\n- \n
A leadership role at a rapidly scaling payments startup<\/b>
<\/p><\/li>\nOpportunity to build and scale a department<\/b> from day one
<\/p><\/li>\nDeep exposure to acquiring banks, compliance, and operational infrastructure
<\/p><\/li>\nA collaborative and fast\-moving team with direct access to company leadership<\/b>
<\/p><\/li>\nRemote flexibility, competitive pay, performance bonus, and health benefits
<\/p><\/li>\nA chance to shape how support and onboarding are done differently<\/b> in this industry
<\/p><\/li>\n <\/ul>\n\n
\n <\/div><\/span>
\n <\/body>\n<\/html>