Merchant Support Supervisor (Utah Site Lead)

Expansion Capital Group•Sandy, UT

15h•Onsite

About The Position

Expansion Capital Group (ECG) provides financing solutions that help small businesses access the capital they need to grow. Our team specializes in efficient, non-traditional lending, balancing speed with strong credit discipline and a commitment to doing things the right way. We are looking for a Merchant Support Supervisor (Utah Site Lead) to support our Merchant Support Operations team. This role is ideal for a hands-on operational leader who enjoys coaching teams, solving problems, and driving accountability in a fast-paced service environment. You’ll play a key role behind the scenes by helping ensure merchant support operations, vendor performance, and onsite leadership functions operate efficiently and align with ECG standards. If you're organized, performance-driven, and motivated to lead teams while improving operations, this is a strong opportunity. In this role, you’ll oversee daily merchant servicing operations, support frontline employees and vendor partners, and help maintain a high-performing satellite office environment.

Requirements

2+ years of supervisory or people leadership experience
Experience in financial services, B2B lending, call center, or regulated operational environments
Experience managing onsite teams and/or third-party vendor partners
Strong analytical and operational problem-solving skills
Ability to work independently while maintaining alignment with headquarters standards

Nice To Haves

Supervising teams in call center, financial services, or operational environments
Managing service-level expectations and operational performance metrics
Coaching employees and driving accountability
Supporting high-volume, service-driven operations
Managing vendor relationships or remote support teams
A hands-on leader who enjoys coaching and developing teams
Comfortable making decisions in fast-paced operational environments
Organized and able to manage multiple priorities simultaneously
Strong in communication, accountability, and follow-through
Focused on operational consistency, service quality, and continuous improvement

Responsibilities

Supervise onsite Merchant Support Representatives and provide real-time coaching and leadership
Monitor queue health, call activity, and service-level performance to ensure operational expectations are met
Serve as an escalation point for complex or sensitive merchant support issues
Manage third-party vendor relationships and support teams to ensure alignment with ECG workflows and standards
Lead coaching sessions, call reviews, team huddles, and performance discussions
Partner cross-functionally with Renewals, Underwriting, Compliance, Operations, and IT teams to resolve servicing issues
Oversee merchant servicing workflows and ensure consistency across support channels
Track operational metrics including SLA attainment, productivity, call quality, and compliance adherence
Identify operational trends, process gaps, and workflow improvement opportunities
Serve as the onsite operational lead for ECG’s Sandy, UT satellite office
Support site operations involving communication, facilities, technology, safety, and employee experience