At a Glance
- Tasks: Lead and develop a high-performing Merchant Support team to enhance merchant experiences.
- Company: Join NomuPay, a fast-growing fintech revolutionising global payments.
- Benefits: Competitive salary, 25 days leave, hybrid work, and wellbeing support.
- Other info: Opportunity to work with global teams and drive impactful change.
- Why this job: Shape the future of merchant support in a dynamic, international environment.
- Qualifications: Experience in leading support teams within fintech or payments is essential.
The predicted salary is between 60000 - 80000 £ per year.
Your mission at NomuPay is to build the future of global payments. Our platform enables merchants to accept, manage, and move payments seamlessly across international markets. We are looking for an experienced Head of Merchant Support to lead our merchant-facing support function.
This is a fantastic opportunity to shape the future of merchant support within a high-growth fintech. You'll lead a talented team, drive operational excellence, improve the end-to-end merchant experience, and work closely with Product, Engineering, Commercial, and Operations to deliver best-in-class support.
What You'll Be Doing
- Leadership & Operational Excellence
- Lead and develop our Merchant Support function, ensuring exceptional service delivery across all merchant touchpoints.
- Define and implement support processes, SLAs, KPIs, and success measures aligned with business objectives.
- Drive continuous improvement by introducing scalable processes, automation, and best practices.
- Oversee the end-to-end merchant journey, from onboarding and activation through to ongoing support.
- Monitor operational performance and provide clear reporting and insights to senior leadership.
- Merchant Experience
- Act as the senior escalation point for complex merchant issues.
- Champion a merchant-first culture, using customer feedback to influence improvements across products, services, and processes.
- Build strong relationships with key merchants, partners, and internal stakeholders to deliver an exceptional customer experience.
- Team Leadership
- Lead, coach, and inspire a high-performing Merchant Support team.
- Recruit, develop, and mentor managers and support specialists.
- Foster collaboration, knowledge sharing, and consistency across international teams.
- Drive employee engagement, succession planning, and continuous development.
- Collaboration & Governance
- Partner closely with Product, Engineering, Commercial, Risk, and Operations teams to improve the merchant experience.
- Ensure support operations remain compliant with regulatory requirements, payment scheme rules, and internal policies.
- Identify operational risks and implement controls to maintain service excellence.
Your profile
- Experience leading Merchant Support or Customer Support teams within payments, fintech, or financial services.
- Strong understanding of merchant support operations and customer lifecycle management.
- Demonstrated experience improving operational performance, customer satisfaction, and support processes.
- Proven leadership experience with the ability to coach, develop, and inspire teams.
- Excellent stakeholder management and communication skills.
- Experience working with support platforms such as Zendesk, Salesforce, or similar CRM and ticketing systems.
- A data-driven mindset with experience using KPIs, SLAs, dashboards, and reporting to drive continuous improvement.
It Would Be Great If You Also Have
- Experience supporting merchants across multiple international markets.
- Experience implementing automation or AI within customer support functions.
- Knowledge of payment processing, acquiring, onboarding, or merchant integrations.
- Experience leading teams through growth and organisational change.
Why Join NomuPay?
- Competitive salary
- Pension contribution
- 25 days annual leave plus bank holidays
- Birthday day off
- Hybrid working
- Modern offices in central Manchester
- Wellbeing Portal, including 24/7 GP access, mental health support, and wellbeing resources
- Opportunities to work with global teams across Europe, APAC, and beyond
- The chance to shape and scale a critical function within one of the fastest-growing fintech businesses
If you're looking for an opportunity to make a real impact, build high-performing teams, and help shape the future of merchant support at a rapidly growing global payments company, we'd love to hear from you.
Head of Merchant Support in Manchester employer: Nomupay
At NomuPay, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As the Head of Merchant Support, you'll not only lead a talented team but also have the opportunity to shape the future of merchant support in a high-growth fintech environment. With competitive salaries, generous leave policies, and a focus on employee wellbeing, including 24/7 GP access and mental health resources, we are committed to your professional growth and creating a supportive workplace where you can thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Merchant Support in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nomupay. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nomupay before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Merchant Support in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nomupay:Your cover letter is your chance to shine! Tell us why you want to work at Nomupay specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nomupay!
How to prepare for a job interview at Nomupay
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
