Enterprise Service Manager

Others

Enterprise Service Manager (ESM)Contract Details- Contract Duration: 1 February 2026 - 31 December 2026- Working Model: Hybrid (combination of office and remote work)OverviewWe 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 ResponsibilitiesAccount 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.Candidate RequirementsMust-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)

17/12/2025