Top Benefits
About the role
Merchant Support Team Lead
Jonas Software – Support Division
About the Role
Jonas Software is seeking a Merchant Support Team Lead to oversee a team supporting our merchant partners with their accounts, integrations, and payment solutions. In this role, you’ll balance people leadership with hands-on technical expertise—guiding your team through escalated merchant account issues, payment processing challenges, and system integrations. Your goal: ensure merchants receive reliable, accurate, and timely support that strengthens their business and loyalty.
What You’ll Do
-
Lead, coach, and develop a team of Merchant Support Specialists.
-
Oversee daily operations and ensure SLAs and KPIs are consistently met.
-
Handle escalated merchant account issues, including:
- Payment gateway and processor errors
- API or POS integration issues
- Settlement discrepancies, reconciliation, and reporting concerns
- Chargebacks, disputes, and transaction failures
- Merchant billing inquires
-
Identify and analyze recurring merchant account trends, working with Product and Technology teams to implement long-term fixes.
-
Partner with cross-functional teams to improve onboarding, merchant account setup, and overall experience.
-
Monitor and review merchant feedback to improve retention and satisfaction.
-
Provide direct support during high-volume periods or complex escalations.
What We’re Looking For
-
3+ years of experience in merchant account support, payments, or financial services.
-
1–2 years of leadership experience (team lead, supervisor, or similar).
-
Strong knowledge of:
- Payment gateways and processors
- API integrations and troubleshooting
- Settlements, reconciliation, and reporting
- Chargebacks and dispute resolution
-
Excellent communication skills to explain technical issues clearly to both merchants and internal stakeholders.
-
Experience in SaaS, hospitality, or payments software is an asset.
-
Ability to manage multiple priorities in a fast-paced environment.
Why Join Jonas?
- Competitive compensation and benefits package
- Career development and growth opportunities
- Collaborative, supportive team environment
- Opportunity to directly shape the merchant experience and improve retention
If you’re a natural leader with deep merchant account expertise and a passion for helping clients succeed, we’d love to hear from you!
About Jonas Software
Jonas Software is the leading provider of enterprise management software solutions to over 40 different vertical markets. Within these vertical markets, Jonas has acquired over 160 unique and innovative companies.
Jonas’ vision is to be the branded global leader across the 40+ vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 40,000 customers worldwide in more than 30 countries. Jonas employs over 3,500 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia, South America and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the TSX (CSU.TO).
Top Benefits
About the role
Merchant Support Team Lead
Jonas Software – Support Division
About the Role
Jonas Software is seeking a Merchant Support Team Lead to oversee a team supporting our merchant partners with their accounts, integrations, and payment solutions. In this role, you’ll balance people leadership with hands-on technical expertise—guiding your team through escalated merchant account issues, payment processing challenges, and system integrations. Your goal: ensure merchants receive reliable, accurate, and timely support that strengthens their business and loyalty.
What You’ll Do
-
Lead, coach, and develop a team of Merchant Support Specialists.
-
Oversee daily operations and ensure SLAs and KPIs are consistently met.
-
Handle escalated merchant account issues, including:
- Payment gateway and processor errors
- API or POS integration issues
- Settlement discrepancies, reconciliation, and reporting concerns
- Chargebacks, disputes, and transaction failures
- Merchant billing inquires
-
Identify and analyze recurring merchant account trends, working with Product and Technology teams to implement long-term fixes.
-
Partner with cross-functional teams to improve onboarding, merchant account setup, and overall experience.
-
Monitor and review merchant feedback to improve retention and satisfaction.
-
Provide direct support during high-volume periods or complex escalations.
What We’re Looking For
-
3+ years of experience in merchant account support, payments, or financial services.
-
1–2 years of leadership experience (team lead, supervisor, or similar).
-
Strong knowledge of:
- Payment gateways and processors
- API integrations and troubleshooting
- Settlements, reconciliation, and reporting
- Chargebacks and dispute resolution
-
Excellent communication skills to explain technical issues clearly to both merchants and internal stakeholders.
-
Experience in SaaS, hospitality, or payments software is an asset.
-
Ability to manage multiple priorities in a fast-paced environment.
Why Join Jonas?
- Competitive compensation and benefits package
- Career development and growth opportunities
- Collaborative, supportive team environment
- Opportunity to directly shape the merchant experience and improve retention
If you’re a natural leader with deep merchant account expertise and a passion for helping clients succeed, we’d love to hear from you!
About Jonas Software
Jonas Software is the leading provider of enterprise management software solutions to over 40 different vertical markets. Within these vertical markets, Jonas has acquired over 160 unique and innovative companies.
Jonas’ vision is to be the branded global leader across the 40+ vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 40,000 customers worldwide in more than 30 countries. Jonas employs over 3,500 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia, South America and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the TSX (CSU.TO).