Channel Support Manager – ATM /CDM

Qualifications, Experience

Education:

• A bachelor’s degree in business, Information Technology, or a related field is preferred.

Experience:

• 2+ years of experience in channel support, customer experience, or merchant services, preferably in the financial services or payments industry..

• Proven experience working with POS systems, payment platforms, or e-commerce solutions.

• Prior experience managing relationships with external partners or stakeholders is highly desirable.

Channel Partner & Merchant Support

• Act as a key point of contact for channel partners and stakeholders, ensuring their needs are met efficiently and professionally.

• Lead the resolution of complex or escalated issues, collaborating with internal technical and product teams as needed.

• Provide guidance, training, and support to channel partners and stakeholders on POS systems, updates, and enhancements.

• Ensure consistent and high-quality service delivery across all touchpoints with channel partners and stakeholders.

Channel Program Management

• Support the execution and continuous improvement of channel programs, including merchant onboarding, promotional campaigns, and engagement initiatives.

• Monitor and evaluate partner and merchant performance, providing actionable feedback and recommendations.

• Coordinate with marketing and product teams on joint initiatives and information dissemination.

Process Optimization

• Identify inefficiencies and implement enhancements in the merchant support workflow to improve responsiveness and quality.

• Contribute to the development and refinement of SOPs, documentation, and support frameworks.

Cross-Functional Collaboration

• Collaborate with internal departments such as Product, Operations, Compliance, and Technology to ensure merchant issues are resolved and product feedback is integrated into the roadmap.

• Represent merchant interests in internal discussions and contribute to the development of support tools and resources.

Monitoring & Reporting

• Track performance metrics such as service levels, support ticket resolution times, and merchant satisfaction scores.

• Generate and present regular performance and insight reports to the Channel Support Manager and senior stakeholders.

• Highlight trends, risks, and opportunities for merchant growth, retention, or channel development.