Lead a high-performing team delivering exceptional merchant support across payments, reconciliation, and terminal troubleshooting.
About Jonas Financial Services
As part of Jonas Software, a global leader serving 60,000+ customers across 30+ countries, Jonas Financial Services provides trusted enterprise solutions that streamline financial operations. Jonas is backed by Constellation Software Inc., a publicly traded technology leader, ensuring both stability and innovation-driven growth.
Schedule
- Full-time, 40 hours per week
- Remote (USA-based)
Responsibilities
Leadership & Team Management
- Supervise, mentor, and coach a team of merchant support specialists
- Manage scheduling, workload, and performance metrics (SLTs, CSAT, response/resolution times)
- Provide training and development in technical troubleshooting and financial operations
- Serve as escalation point for complex merchant issues
Merchant Support & Technical Oversight
- Oversee resolution of merchant inquiries on reporting, reconciliation, chargebacks, and discrepancies
- Supervise terminal troubleshooting (Ingenico, Verifone, Pax), including connectivity, firmware, and hardware issues
- Ensure accurate handling of settlement issues, funding delays, and transaction variances
- Develop knowledge base content and enforce standard operating procedures
Cross-Functional Collaboration
- Partner with Engineering, Product, Finance, and Risk teams to resolve issues and improve processes
- Support product rollouts with feedback and team preparation
- Identify bottlenecks and collaborate on efficiency improvements
Reporting & Analytics
- Track KPIs and prepare performance/trend reports
- Analyze merchant support data to uncover recurring issues and training needs
- Guide dashboard/report development for merchant-facing insights
Requirements
- 3–5 years in merchant services, payments, or fintech, with 1–2 years in a supervisory or team lead role
- Strong knowledge of payment processing lifecycle (authorization, settlement, reconciliation, chargebacks)
- Experience supporting and troubleshooting payment terminals/devices (Ingenico, Verifone, Pax)
- Proficiency with CRM/support platforms (Salesforce, Zendesk) and reporting tools (Excel, SQL)
- Excellent communication, leadership, and problem-solving skills
- [Preferred] Knowledge of PCI compliance, POS integrations, or API-based support
Benefits
- Competitive compensation package
- Medical, dental, and vision insurance
- 401(k) with employer match
- Paid time off, holidays, and additional leave programs
- Tuition reimbursement
- Supportive, growth-focused work culture with work-life balance
Step into a leadership role where you’ll drive operational excellence and make a lasting impact on merchant experience.
Happy Hunting,
~Two Chicks…