Manager, Merchant Support

ABOUT HELCIM

Helcim was founded with a mission at heart: to be the world’s most loved payment system. We believe that by offering small businesses in North America a decidedly human payment solution where it is easier to sign up and use while being transparent and affordable, we can empower them to grow and prosper. Simply put, helping small businesses thrive is at the very core of our business model, and we think that’s a great way to do business. From the very start, we knew that we wanted to be different from every payment processor out there. We want the merchants we serve to feel supported and see us as a trusted partner rather than simply just another “cost of doing business.” We are relentless in our pursuit to provide a radically transparent and honest payments solution that flat out saves business owners money, all while treating them like human beings

THE POSITION

We are seeking an experienced and empathetic Manager, Merchant Support to lead our team responsible for providing world-class assistance to our merchants. In this critical role, you will ensure our customers receive timely, accurate, and high-quality support for all their payment processing needs. You will be the architect of an exceptional customer experience, fostering loyalty and trust. You will lead, mentor, and empower a team of Merchant Support Specialists, driving continuous improvement in our support processes and contributing directly to customer satisfaction and retention.

Here are the things you’ll own day to day:

Lead and Develop the Merchant Support Team

• Manage, mentor, and coach a team of Merchant Support Specialists, fostering a high-performing, empathetic, and customer-centric culture
• Set clear performance expectations, provide regular feedback, and support the professional growth of team members through ongoing training and development.
• Conduct regular 1:1s, team meetings, and training sessions to enhance team knowledge, technical proficiency, and problem-solving skills.
• Participate in the hiring and onboarding of new Merchant Support Specialists

Strategize and Optimize Support Operations

• Design, implement, and continuously refine a comprehensive and scalable merchant support strategy, ensuring efficient resolution of inquiries across various channels (phone, email, chat.)
• Develop and enforce service level agreements (SLAs) and ensure consistent adherence to response and resolution times.
• Identify and eliminate friction points, inefficiencies, and recurring issues in the support process, leveraging technology, self-service options, and automation where appropriate.
• Collaborate closely with Product, Engineering, Sales, and Customer Success teams to ensure seamless information flow, address product-related issues, and improve the overall customer journey

Drive Customer Satisfaction and Loyalty

• Implement strategies to enhance overall merchant satisfaction, aiming for high CSAT (Customer Satisfaction) and consistent 5 Star reviews
• Oversee the creation and maintenance of high-quality knowledge base articles, FAQs, and self-help resources for merchants and internal teams.
• Ensure the team effectively educates merchants on Helcim's features, troubleshooting steps, and best practices.

Monitor Performance and Report on Key Metrics

• Define, track, and analyze key support metrics (e.g., pick up rate, average handle time, response times, resolution rates and CSAT).
• Generate regular reports and provide insights to leadership on support performance, identifying trends, root causes of issues, and recommending strategic improvements.
• Utilize data to understand customer pain points and optimize the support experience

Problem Solving and Escalation Management

• Act as a point of escalation for complex or critical merchant issues, working to resolve challenges efficiently and effectively while maintaining positive customer relationships.
• Proactively identify potential risks to customer satisfaction and implement preventative measures.
• Collaborate with other departments to resolve system-wide issues impacting merchants

Maintain Industry and Product Expertise

• Stay up-to-date with industry trends, best practices in customer support, and FinTech regulations, particularly those related to payment processing.
• Develop and maintain in-depth product knowledge across all Helcim offerings to effectively guide the support team.
• Continuously seek opportunities to innovate and enhance Helcim's support capababilities

A SUCCESSFUL CANDIDATE

• 5+ years of experience in customer support, technical support, or a related customer-facing role within a SaaS or FinTech environment.
• 5+ years of leadership experience managing and mentoring a team, ideally in a contact center or high-volume support environment.
• Deep understanding of the FinTech industry, specifically payment processing, and the unique needs of small businesses.
• Proven track record of managing and improving support operations and driving high levels of customer satisfaction.
• Proficiency with CRM software (e.g., Salesforce Service Cloud), help desk ticketing systems, and knowledge base platforms.
• Bachelor's degree in Business, Marketing, or a related field (or equivalent practical experience).

KEY COMPETENCIES

• Exceptional communication skills (written and verbal), with the ability to articulate complex technical concepts clearly and empathetically to diverse audiences.
• Strong analytical and problem-solving skills with the ability to leverage data to identify trends, measure success, and make informed decisions.
• High emotional intelligence and empathy, with a genuine passion for helping customers succeed and navigating challenging situations.
• Strong project management and organizational skills with the ability to manage multiple priorities and projects simultaneously.

HELCIM CULTURE IS;

Being builders: We build things ourselves and we build them well. We use technology and our creativity to overcome challenges that would seem beyond the capability of a company our size. We improve what is already there, invent our way out of problems and we never stop dreaming of better.

Choosing the harder path: We believe that the right decisions are usually the harder ones, so we embrace the challenge and endure when others quit. We choose what is difficult because it is more rewarding in the long-term, and makes us resilient, so that we not only survive but thrive.

Creating trust: We earn trust by striving to be our best selves every day and by lifting those around us. We recognize that trust is hard to earn, easy to lose and is tested continuously over time, so we make trust our way of life.

Contributing to a company of many: We are stronger because of our collective passion, diversity, and fellowship. We believe only great teams can accomplish great things, and we ask the very best of each other. Together we create our own future.

WORKING AT HELCIM

Joining Helcim means joining a fast-growing company where we have found coming together makes us a strong company. We have a drive to achieve big things which creates amazing opportunities for everyone willing to work hard and contribute to that growth - opportunities for faster career growth, for more learning, more impact, and accelerated experience - all while surrounding yourself with incredible people working on interesting problems and delivering great results.Here are some of the reasons we attract such great people:

The Way of the Helcim: At Helcim, we build a team of engaged, caring and intelligent people. In return we provide an environment where you can be excited to come to work each day and tackle these challenges with an amazing team. Learn more about Helcim’s unique culture and environment in our culture book The Way of the Helcim.

Health and dental benefits: Through our Group Benefits, you’ll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counseling, health service navigation, life insurance, critical illness and disability insurance, and more. All of these benefits come into effect on Day 1 of employment!

Dedicated Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy).

Maternity and Parental Leave: To help launch our team members into this phase of family life we have some additional benefits in place including salary top for the birthing parents and a bonding break for non-birthing parents.

Stock Options: Stock options enable our team to purchase Helcim shares at a future date at a specified price. Every team member, not just people leaders and executives receive equity (aka ownership in the company).

Vacation Time: All team members get paid vacation time and a company break in December so they can recharge when they need it.

Flexible work location: Work and life happens at different times and places. This is why our team enjoys the flexibility of hybrid work and flexibility around hours of work, so we can all do our best work. Our hybrid work schedule offers flexibility to work from home on Tuesdays and Thursdays. Furthermore, our core hours give team members flexibility to manage other parts of their lives.

Training: Helcim will cover 50% of the applicable training costs of up to $500 per year.

LOGISTICS

Job type: Full-time

Hiring manager: Maria Gonzaga

Location: Hybrid, In Office Monday's, Wednesday's + Friday's

Candidates must be eligible to work in Canada and be located in Calgary for this position.