Merchant Activation & Customer Operations Lead

About the Client
Our client is an international acquirer. The company is growing steadily and focuses on building scalable, well-structured merchant operations while maintaining premium service standards.

Role Overview
The Customer Operations Lead will coordinate day-to-day customer operations across onboarding, activation, and early merchant ramp-up. The role focuses on reducing time-to-activation, strengthening cross-team execution, and ensuring high service quality in a regulated payments environment.

Key Responsibilities

• Coordinate merchant lifecycle from contract to onboarding, go-live, and early ramp-up.

• Monitor SLAs, activation timelines, and early performance metrics.

• Act as the operational point of contact between Sales, Onboarding, Risk, Tech, and Customer Success.

• Maintain activation playbooks, workflows, and process documentation.

• Support L1 operational issue handling and structured escalation processes.

• Identify opportunities for AI-driven automation and operational efficiency.

• The role involves communication with international clients.

Requirements

• 3–5 years of experience in customer operations, merchant support, or customer service in fintech, PSPs, SaaS, or banking.

• Experience working cross-functionally with Risk, Tech, and Customer Success teams.

• Understanding of regulated, documentation-heavy environments.

• Confident user of CRM systems and operational reporting tools.

• Strong understanding of AI and automation tools (low/no-code).

Key Soft Skills

• Strong coordination and follow-up skills.

• High level of structure and attention to detail.

• Process-oriented with a mindset for continuous improvement.

• Calm and organized in fast-paced environments.

• Clear communicator and reliable team partner.

What We Offer

• High-impact role in a developing international fintech company.

• Direct influence on operational efficiency and service quality.

• Cross-functional exposure across commercial, product, and risk teams.

• Professional growth in a regulated payments environment.

• Competitive compensation package.

Hiring process (for IT positions)

• Introductory interview with recruitment.

• Functional interview with operations leadership.

• Final interview with senior management.

• Offer stage.

  Ready to lead merchant activation and drive real operational excellence in a regulated fintech environment? Apply now and be at the core of business growth🚀