Enterprise Service Manager (ESM)
Contract Details
Overview
We are seeking an Enterprise Service Manager (ESM) to deliver exceptional merchant servicing, operational support, and issue resolution for our enterprise-level merchant portfolio. This role is vital in ensuring operational excellence, driving customer satisfaction, and supporting the team during a maternity leave cover period.
Key Responsibilities
Account Servicing & Support
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Provide general account servicing, including account configuration, transaction inquiries, and case-related tasks such as appeals requests.
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Educate merchants on product features, operational processes, and best practices-either directly or through subject-matter experts.
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Resolve merchant disputes and adjudications, ensuring clear documentation and communication.
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Monitor and take ownership of lower-complexity servicing requests, ensuring timely and accurate completion.
Operational Excellence
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Drive continuous improvement across service metrics, including SLAs, ticket resolution times, contact volume, and merchant satisfaction.
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Address compliance, risk, and regulatory requirements, including PCI DSS documentation.
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Lead case reviews and support account configuration, compliance, and risk documentation efforts.
Cross-Functional Collaboration
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Partner with teams including Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering to resolve high-complexity issues.
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Communicate clearly and influence stakeholders across functions to deliver merchant-centered solutions.
Candidate Requirements
Must-Have Skills & Experience
2-3 years in Customer Servicing, Merchant Servicing, Account Management, or Customer Success roles
Strong communication and presentation skills with the ability to influence stakeholders
Proven ability to deliver client-focused solutions that meet customer needs
Ability to work at pace and persistently resolve complex issues
Experience with Salesforce (preferred)
