At a Glance
- Tasks: Lead and develop the UK Merchant Support team, enhancing merchant experience.
- Company: Fast-growing global fintech revolutionising payment solutions.
- Benefits: Competitive salary, pension contribution, 25 days leave, and hybrid working.
- Other info: Modern office in Manchester with a focus on wellbeing and team development.
- Why this job: Step into a leadership role and make a real impact in fintech.
- Qualifications: Experience in payments or customer support leadership is essential.
The predicted salary is between 42000 - 60000 £ per year.
Nomupay is a fast‑growing global fintech providing seamless payment solutions to merchants operating across international markets. We are looking for a Head of Merchant Support – UK to lead and develop our merchant support function. This is an excellent opportunity for an early‑career support leader ready to step into their first Head of role, taking ownership of support operations, team development, and merchant experience.
Key Responsibilities
- Lead the UK Merchant Support team and oversee daily support operations
- Manage SLAs, KPIs, and performance reporting
- Improve support processes, workflows, and escalation frameworks
- Collaborate with Product, Engineering, Risk, and Sales teams
- Drive improvements in merchant experience and satisfaction
What We’re Looking For
- Experience in payments, fintech, or regulated financial services
- Background in customer or merchant support leadership
- Experience managing or mentoring support teams
- Strong understanding of support metrics and operational processes
- Experience with tools such as Zendesk or similar support platforms
- An approachable, friendly leadership style, with the ability to support, mentor, and motivate a team
What We Offer
- Competitive salary
- Pension contribution
- 25 days annual leave + bank holidays
- Birthday day off
- Modern, centrally located Manchester office
- Hybrid working
- Wellbeing Portal (24/7 GP access, Mental Health Support)
Head of Merchant Support UK employer: Nomupay
At Nomupay, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. Our Manchester office offers a modern environment with hybrid working options, ensuring a healthy work-life balance while providing ample opportunities for professional growth and development in the fast-paced fintech sector. With competitive salaries, generous leave policies, and a strong focus on employee wellbeing, we are committed to supporting our team members as they thrive in their careers and contribute to enhancing merchant experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Merchant Support UK
✨Tip Number 1
Network like a pro! Reach out to people in the fintech space, especially those who work at Nomupay or similar companies. A friendly chat can open doors and give you insider info on what they’re really looking for.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Nomupay’s products and services, and think about how your experience in customer support can enhance their merchant experience. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on your leadership style and how you’d manage a team in a fast-paced environment. This will help you articulate your thoughts clearly when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Head of Merchant Support UK
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of Merchant Support. Highlight your experience in payments and customer support leadership, and don’t forget to mention any relevant metrics or tools you've used!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for fintech and how your leadership style aligns with our mission at Nomupay. Be sure to mention specific examples of how you've improved merchant experiences in the past.
Showcase Your Team Management Skills:We want to see how you’ve led and developed teams before. Include examples of mentoring or supporting team members, and how you’ve driven performance improvements in previous roles.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at Nomupay
✨Know Your Fintech Stuff
Make sure you brush up on your knowledge of the fintech industry, especially payment solutions. Understand how Nomupay operates and what sets it apart from competitors. This will show your genuine interest and help you answer questions more confidently.
✨Showcase Your Leadership Skills
As a potential Head of Merchant Support, it's crucial to demonstrate your leadership style. Prepare examples of how you've successfully managed or mentored teams in the past. Highlight your approachable nature and how you motivate others to achieve their best.
✨Familiarise Yourself with Support Metrics
Get comfortable discussing SLAs, KPIs, and performance reporting. Be ready to explain how you've used these metrics to improve support processes in previous roles. This will show that you understand the operational side of merchant support.
✨Prepare for Collaboration Questions
Since the role involves working closely with various teams, think about times when you've collaborated effectively with other departments. Be prepared to discuss how you can drive improvements in merchant experience by working alongside Product, Engineering, Risk, and Sales teams.
