Responsibilities

• Supervise and oversee daily operations of the Growth & Development team to meet department goals and SLAs.
• Coach, mentor, and provide ongoing feedback to team members to support skill development, performance improvement, and career growth.
• Monitor workflow and assign tasks based on team capacity and priorities.
• Serve as the primary escalation point for complex inquiries, resolving issues promptly and professionally.
• Analyze performance metrics and prepare reports to track progress, identify trends, and recommend improvements.
• Collaborate with cross-functional teams (Sales, Marketing, Training, and Operations) to support business growth initiatives.
• Ensure consistent application of company policies, processes, and procedures across the team.
• Assist in developing and implementing training programs and process documentation to improve team efficiency and product knowledge.
• Drive initiatives to enhance the customer and merchant experience, ensuring service quality and satisfaction.
• Partner with leadership to develop individual and team objectives aligned with department and company strategy.
• Promote a culture of accountability, collaboration, and continuous learning.
• Stay current on industry trends, product updates, and best practices to guide team development.
• Perform other duties and special projects as assigned by management.
  
  

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• 2+ years of supervisory or team lead experience in sales support, operations, or customer success.
• Strong leadership skills with proven experience coaching and developing high-performing teams.
• Excellent organizational, time management, and problem-solving abilities.
• Proficiency in Microsoft Office Suite, Google Workspace, and CRM platforms (e.g., Salesforce).
• Strong written and verbal communication skills; able to convey feedback effectively.
• Ability to manage multiple priorities in a fast-paced, evolving environment.
• Demonstrated ability to collaborate with cross-functional teams to achieve shared goals.
• Experience in payment processing, SaaS, or financial services industries is a plus.