Team Lead, Merchant Operations

The role

You will lead approximately seven specialists across Merchant Care and Merchant Configuration teams. You will manage people development, performance, and service levels for merchants serving the US market.

What you will do

• Directly manage and develop specialists across Merchant Care and Merchant Configuration.
• Set clear expectations and create regular coaching, feedback, and development routines.
• Conduct performance conversations and address performance or conduct concerns.
• Support onboarding, capability building, cross-training, and succession planning.
• Monitor engagement, morale, workload, and coverage.
• Monitor team performance against agreed SLOs, SLAs, and quality expectations.
• Provide weekly updates covering performance, trends, and risks.
• Act as a people and service escalation point for complex or sensitive merchant-support situations.
• Communicate with internal stakeholders about ownership, progress, and risks.
• Partner with the manager and senior analysts to resolve blockers.

Required qualifications

• At least four years of experience in customer support, service operations, technical support, merchant operations, banking operations, fintech, payments, SaaS, or a related environment.
• Formal people-management experience, including coaching, feedback, performance management, and development of individual contributors.
• Experience leading a team against measurable service or operational goals such as SLOs, SLAs, quality, productivity, backlog, response time, or resolution time.
• Strong written and spoken English.
• A practical, people-centered leadership style with sound judgment in escalations and performance conversations.
• Comfort working in a structured, metrics-oriented environment.
• Availability to work from the Mexico City office Tuesday–Thursday and to support US-market-aligned hours when required.

Nice to have

• Experience leading merchant support, payments support, technical support, customer operations, or service delivery teams.
• Experience managing teams with more than one workflow or specialty.
• Experience with ticketing, CRM, workforce management, quality, or reporting tools.
• Familiarity with payments, merchant lifecycle, payment support, configuration operations, or fintech products.
• Experience working with distributed, global, or US-facing stakeholders.
• Spanish or direct configuration/SQL/API experience

About the company

Checkout.com enables over 10 billion transactions yearly for more than one billion global shoppers. The company has 20 offices across six continents with London as its HQ.