Enterprise Service Manager

Enterprise Service Manager (ESM)

• 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

• 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.

• 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.

• 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.

• 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

• 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)

• Prior experience in the payments industry
• University degree (preferred but not required)