Team Lead, Merchant Operations

Company Description

We're – you might not know our name, but companies like eBay, ASOS, Klarna, Uber Eats, and Sony do. That moment when you check out online? We make it happen.

is where the world checks out. Our global network powers billions of transactions every year, making money move without making a fuss. We spent years perfecting a service most people will never notice. Because when digital payments just work, businesses grow, customers stay, and no one stops to think about why.

With 19 offices spanning six continents, we feel at home everywhere – but London is our HQ. Wherever our people work their magic, they're fast-moving, performance-obsessed, and driven by being better every day. Ideal. Because a role here isn't just another job; it's a career-defining opportunity to build the future of fintech.

Job Description

The Team Leader, Merchant Operations will lead a high-performing team focused on the efficient, compliant, and scalable service delivery to merchants serving the US market.

As the founding member of this function in Mexico City, you will be instrumental in building the local team from the ground up - hiring top talent, deploying global procedures and establishing a culture of operational excellence.

You are a strong people leader with a proven track record of managing high-volume operational workflows and fostering professional development. You will be accountable for the team's compliance integrity and operational output, ensuring seamless alignment with global policies & best practices.

Your role is to oversee two sub teams: Merchant Care (customer service to our merchants, responding promptly and accurately to their queries) and Merchant Configuration (carrying out system configuration changes on systems, based on requests from internal Checkout teams, on behalf of our merchants)

Key Responsibilities

Team Foundational Growth

• Hub Establishment: Lead the recruitment and support the onboarding & ramp up of team members in the Merchant Care and Merchant Configuration teams
• Cultural Leadership: Act as a brand ambassador for 's Operating Principles (Talk Straight, One Team, Fundamentally Positive), establishing a high-trust, high-performance culture from day one
• Global Connection: Be the primary point contact to the Global Merchant Care and Merchant Configuration leadership, fostering clear & transparent communication and collaboration.

Team Leadership & Operational Excellence

• Performance Management: Monitor clear KPIs (qualitative and quantitative) to ensure the teams meet onboarding targets and Service Level Agreements (SLAs)
• Workload Management: Manage team capacity, ensuring optimal resource allocation and agility in a fast-paced environment.
• Mentorship & Growth: Drive the upskilling of specialists through regular coaching, feedback loops, and structured professional development plans.
• Reporting: Provide senior leadership with actionable insights and data-driven reports on team productivity & bottlenecks.
• Continuous Improvement: Contribute to the evolution of team processes and internal systems to increase automation and accuracy.
• Team Management: Promote a positive, inclusive, and collaborative work environment, and proactively address team conflicts and issues to maintain high engagement and morale.

Qualifications

• Experience: 8+ years in Customer Service, Systems Implementation or Systems Configuration or Systems Support (or a combination of these areas), with at least 3-4 years in a direct people management role.
• Tech-Savvy: Expert-level proficiency in data analysis, experience in leverage AI is desirable
• Operational Rigor: Proven ability to manage operational challenges such as backlogs, capacity, team and individual performance and bringing stability in challenging times
• Communication: Fluency in English is required.

Bring all of you to work

We create the conditions for high performers to thrive – through real ownership, fewer blockers, and work that makes a difference from day one.

Here, you'll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It's a place where ambition gets met with opportunity – and where your growth is in your hands.

We work as one team, and we back each other to succeed. So whatever your background or identity, if you're ready to grow and make a difference, you'll be right at home here.

It's important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.

Life at

We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.

Curious about what it's like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.

For a closer look at daily life at , follow us on LinkedIn and Instagram