Director of Merchant Care

Description

Summary

The Director of Merchant Care is a hands‑on operational leader responsible for overseeing the reactive and tactical functions of G10 Fulfillment's merchant‑facing support team. This role leads a team of Account Coordinators (CSRs) who manage inbound tickets from merchants — ranging from day‑to‑day issues to project‑based requests — ensuring timely, accurate, and high‑quality resolutions.

This role is focused on service execution and operational performance. The Director of Merchant Care will be the driving force behind building scalable support infrastructure, optimizing ticket workflows, and establishing the metrics and reporting that keep the team accountable and continuously improving.

Requirements

Responsibilities

Team Leadership & Management

• Lead, coach, and develop a team of Account Coordinators, fostering a culture of best‑in‑class customer service through accountability, responsive...