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- Tasks: Lead and develop the UK Merchant Support team to enhance merchant experience.
- Company: Fast-growing global fintech revolutionising payment solutions.
- Benefits: Competitive salary, pension, 25 days leave, hybrid working, and wellbeing support.
- 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.
- Other info: Join a dynamic team in a modern Manchester office with great growth potential.
The predicted salary is between 36000 - 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 & More)
About Us
Nomupay is a global payments platform on a mission to simplify cross‑border commerce. We help businesses accept, process, and manage payments worldwide through secure, scalable, and locally optimised solutions. By connecting local markets to the global economy, Nomupay enables merchants to grow internationally with confidence.
Head of Merchant Support UK in Manchester employer: Nomupay
Contact Detail:
Nomupay Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Merchant Support UK in Manchester
✨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 insights that might just land you that Head of Merchant Support role.
✨Tip Number 2
Show off your leadership skills! When you get the chance to speak with hiring managers, share specific examples of how you've led teams or improved processes in previous roles. We want to see your approachability and ability to motivate others shine through.
✨Tip Number 3
Prepare for the interview by brushing up on your knowledge of support metrics and operational processes. Be ready to discuss how you would manage SLAs and KPIs in the context of merchant support. This will show us you're serious about the role!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining the Nomupay team.
We think you need these skills to ace Head of Merchant Support UK in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Head of Merchant Support role. Highlight any leadership experience in customer support, especially in fintech or payments, to show us you’re the right fit.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about merchant support and how your background aligns with our mission at Nomupay. Be genuine and let your personality come through!
Showcase Your Metrics Knowledge: Since we’re all about improving merchant experience, make sure to mention your understanding of support metrics and operational processes. We want to see how you’ve used data to drive improvements in past roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Nomupay
✨Know Your Fintech Stuff
Make sure you brush up on your knowledge of the payments and fintech landscape. Understand the key players, trends, and challenges in the industry. This will not only show your passion but also help you engage in meaningful conversations during the interview.
✨Showcase Your Leadership Style
As a potential Head of Merchant Support, it's crucial to demonstrate your leadership approach. Prepare examples of how you've successfully managed or mentored teams in the past. Highlight your friendly and approachable style, as this is key to motivating and supporting your future team.
✨Familiarise Yourself with Support Metrics
Get comfortable with the metrics that matter in support operations, like SLAs and KPIs. Be ready to discuss how you've used these metrics to improve processes and enhance merchant satisfaction in previous roles. This will show that you understand the operational side of the role.
✨Prepare for Cross-Department Collaboration
Since the role involves working closely with Product, Engineering, Risk, and Sales teams, think of examples where you've successfully collaborated across departments. This will demonstrate your ability to drive improvements in merchant experience and satisfaction through teamwork.