Merchant Services Support Lead

  • Dream Payments
  • Stamford, United Kingdom
  • Mar 25, 2022
Full time Customer Service

Job Description

Dream Payments is a next generation mobile payment solution provider that enables merchants of all sizes to streamline payment processing anytime, anywhere while improving their customer’s experience. Our cloud based payment platform combined with a low cost mobile point of sale device provides the most cost effective, low risk and flexible end-to-end mobile payment solution. Dream Payments partners with industry leading enterprises to provide secure and robust payment processing solutions to their customers.

We custom develop and sell the entire payments solution, from terminal hardware, mobile point of sale applications, web portal applications, to back office services, all in-house.

Dream Payments is expanding and looking to add a driven Merchant Services Support Lead to their Stamford office in Connecticut.

Responsible for the management of, and all activities surrounding the Merchant Help Desk and Account Boarding, including developing and maintaining formal, written processes and procedures, instituting a customer service rep training program and continuing education. Requires a good understanding of transaction processing regulations and applicable Federal and State Laws. Provides technical support and assistance for department functions regarding automated systems and best practices to meet future demands and changing technologies.


  • Ensure that the department is adequately staffed and structured to provide quality customer service to both internal and external customers.
  • Provide management monthly reports regarding the help desk activities for the preceding month.
  • Direct Merchant Service Representatives through exceptional and unusual situations or customer concerns with merchant processing and equipment.
  • Enforce and maintain Merchant Help Desk procedures. Keeping abreast of the merchant services industry, card brand rules and regulations, and Third Party Processors’ systems and applications to ensure compliance.
  • Maintain in depth knowledge of system capabilities and enhancements for all systems in the Merchant Help Desk.
  • Develop, implement, and review policies and procedures to ensure the successful operation of the Merchant Help Desk. Reviewing and recommending improved operating procedures on an ongoing basis, and overseeing the implementation of operational procedures.
  • Assume responsibility for the Emergency Recovery Plan for Merchant Help Desk. Coordinating training and development plans with the appropriate individuals.
  • Ensure that superior customer service is provided to merchants. Working directly with merchants, operational departments, and partners to handle more difficult or complex merchant and card security questions and concerns.
  • Train internal department employees on Card Brand operating regulations, and general merchant account processing. Training merchants on the proper card acceptance procedures. Attending seminars and training pertaining to merchant processing.
  • Assume responsibility for the development and maintenance of merchant training material. This includes developing and providing thorough written instructions on product use, operational changes etc.
  • Account Boarding includes gathering all necessary information and documents from merchants, ordering equipment, and Merchant Training on all products.
  • Coordinate the development, implementation, and support of Merchant Help Desk with the Merchant Product Team.
  • Review and recommend new product development and system capabilities to ensure maximum use of systems.

Skills & Experience

  • Candidate should have 3-5 years of experience in a merchant services organization, in an sales support and operations capacity.
  • Candidate should have 3+ years of experience in Team Management.
  • Candidate should have expert knowledge of card-present and card-not-present payment processing and subscription-based revenue models.
  • Candidate should have a strong understanding of payment processing rules, regulations, and industry standards.
  • Candidate should have a risk-based approach / mindset to solving problems.
  • Strong analytical, mathematical and reporting skills.
  • Solid understanding of all operational items related to merchant processing including fraud prevention, chargebacks and authorization rates.
  • Team player who can also function well independently.
  • Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment.
  • Knowledge of Point of Sale software, Mobile Wallets, and alternative payment solutions is a plus.
  • Excellent written and oral communication skills.
  • Advanced proficiency in Excel, Word, PowerPoint, and Outlook.


  • Bachelor Degree or equivalent experience. Specialty: Relevant degree pertaining to the essential duties of this role. (Preferred)
  • 5 or more years' management experience in a customer services, banking, financial technology, and/or operations environment. (Required)


  • Fully comprehensive health benefits package for all Full-Time employees.
  • Opportunities for career growth within the company.
  • Working with a diverse team, branching over 3 offices.