Company Description

We’re Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day.

We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers.

Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.

If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact.

With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started.

About the role

The Team Lead, Merchant Operations will lead approximately seven specialists across two teams: Merchant Care and Merchant Configuration. The role is responsible for creating a supportive, accountable, and high-performing team environment while ensuring the teams deliver against agreed service levels and quality expectations for Checkout.com merchants serving the US market.

This is primarily a people leadership role. You will coach and develop team members, manage performance and capacity, support escalations, and keep your manager informed about team health and operational performance. You will partner with senior analysts and functional stakeholders for deeper technical, configuration, and process expertise rather than acting as the sole technical owner yourself.

What you will do

People leadership and team development

Directly manage and develop specialists across Merchant Care and Merchant Configuration.

Set clear expectations and create regular coaching, feedback, and development routines.

Conduct performance conversations and address performance or conduct concerns promptly and fairly.

Support onboarding, capability building, cross-training, and succession planning.

Foster an inclusive, collaborative team culture aligned with Checkout.com values.

Monitor engagement, morale, workload, and coverage; raise risks and coordinate solutions with your manager.

Service performance and operational visibility

Monitor team performance against agreed SLOs, SLAs, quality expectations, and other relevant measures.

Provide a concise weekly update covering performance, trends, risks, and the reasons for any missed targets.

Use operational data and team feedback to identify coaching needs, capacity risks, and recurring escalation themes.

Coordinate with senior analysts and partner teams when issues require deeper technical or process expertise.

Help maintain consistent ways of working across Merchant Care and Merchant Configuration without becoming the day-to-day technical owner of either function.

Escalation and stakeholder leadership

Act as a people and service escalation point for complex or sensitive merchant-support situations.

Communicate clearly with internal stakeholders about ownership, progress, risks, and next steps.

Partner with the manager, senior analysts, and relevant teams to resolve blockers and protect the merchant experience.

Support readiness for team changes, product updates, and new workflows by ensuring the team understands what is changing and where to find guidance.

What you bring

Required

At least four years of experience in customer support, service operations, technical support, merchant operations, banking operations, fintech, payments, SaaS, or a related environment.

Formal people-management experience, including coaching, feedback, performance management, and development of individual contributors.

Experience leading a team against measurable service or operational goals such as SLOs, SLAs, quality, productivity, backlog, response time, or resolution time.

Strong written and spoken English, with the ability to communicate clearly with teams and cross-functional stakeholders.