Enterprise Service Manager (ESM)
Contract Details
- Contract Duration: ASAP - 31 January 2027
- Working Model: Hybrid (combination of office and remote work)
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
- Provide general account servicing, including account configuration, transaction inquiries, and case-related tasks such as appeals requests.
- Educate merchants on product features, operational processes, and best practices-either directly or through subject-matter experts.
- Resolve merchant disputes and adjudications, ensuring clear documentation and communication.
- Monitor and take ownership of lower-complexity servicing requests, ensuring timely and accurate completion.
Operational Excellence
- Drive continuous improvement across service metrics, including SLAs, ticket resolution times, contact volume, and merchant satisfaction.
- Address compliance, risk, and regulatory requirements, including PCI DSS documentation.
- Lead case reviews and support account configuration, compliance, and risk documentation efforts.
Cross-Functional Collaboration
- Partner with teams including Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering to resolve high-complexity issues.
- Communicate clearly and influence stakeholders across functions to deliver merchant-centered solutions.
Day-to-Day Responsibilities
- Respond to merchant inquiries and provide account support on a daily basis.
- Monitor open cases and follow up to ensure timely resolution.
- Collaborate with internal teams to escalate and resolve complex issues.
- Document case outcomes, compliance checks, and operational procedures.
- Assist in proactively identifying operational bottlenecks and recommending process improvements.
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)
Preferred Background
- Prior experience in the payments industry
- University degree (preferred but not required)
