Merchant Support Lead

Approvely is a fast-growing payment platform focused on serving high-risk and underserved markets, including online gaming, fantasy sports, sweepstakes, and more. They are solving complex problems in compliance and payments with a user-first mindset. They are building a team passionate about delivering solutions and having fun.

Location: Remote

Responsibilities

• Own all inbound merchant support tickets and requests
• Communicate with acquiring banks to resolve issues (e.g., bank account updates, funding delays, transaction declines)
• Investigate and troubleshoot transaction disputes, payment errors, and technical escalations
• Track and improve response and resolution times through better processes and internal collaboration
• Partner with the Sales team to submit and track merchant applications
• Gather and organize required documents from merchants for underwriting
• Act as a liaison between the sales, operations, and underwriting teams to ensure merchants move smoothly through onboarding
• Help document onboarding processes and prepare for scaling this function with additional team support
• Identify process improvements and implement scalable support workflows
• Develop SOPs for support and onboarding functions
• Build and manage a team of support and onboarding specialists as the business grows
• Monitor KPIs and customer satisfaction metrics to guide performance and improvements
• Escalate high-risk or complex issues to compliance, banking partners, or tech teams as appropriate
• Collaborate with Product, Sales, and Customer Success teams to close the feedback loop on merchant experience
• Maintain close oversight of high-priority accounts and assist with escalations when needed

Requirements

• 5–10 years of experience in merchant support, operations, onboarding, or payment services (experience with ISOs, PSPs, or acquiring banks preferred)
• Strong knowledge of the merchant lifecycle from onboarding to support and account updates
• Familiarity with CRM systems, ticketing platforms, and payment platforms
• Experience working in high-risk verticals or regulated industries is a plus
• Clear, professional communication skills (written and verbal)
• Comfortable in early-stage environments with ambiguity, speed, and high ownership
• Process-oriented and eager to build structure and scalability

Benefits

• A leadership role at a rapidly scaling payments startup
• Opportunity to build and scale a department from day one
• Deep exposure to acquiring banks, compliance, and operational infrastructure
• A collaborative and fast-moving team with direct access to company leadership
• Remote flexibility, competitive pay, performance bonus, and health benefits
• A chance to shape how support and onboarding are done differently in this industry