Supervisor, Merchant Services

LendingClub•Lehi, UT

20h•Hybrid

About The Position

At Happen Bank, our Business Relationship Team is the front line of how we serve and grow our merchant relationships — covering inbound queues, working refunds to resolution, running proactive merchant engagement, and supporting onboarding and oversight across the business. The Team Leader owns the day-to-day leadership of this team: a group of Business Relationship Specialists, Senior Business Relationship Specialists, and Onboarding Specialists spanning phone and non-phone work across multiple lines of business. You'll drive performance, hold the team accountable to clear standards, and develop your people — with a particular focus on the Senior Specialists who own our most complex, highest-impact work, from refund and chargeback resolution to proactive merchant engagement and partner escalations. We're looking for a driven, results-oriented leader who sets a high bar and helps their team clear it. You lead from the front — willing to jump into the queue, work an escalation, or model a tough merchant conversation when the moment calls for it. You're energized by outcomes, comfortable using performance data to spot what's working and what isn't, and skilled at turning that insight into coaching that moves the numbers. You thrive in a fast-paced operations environment, balance competing priorities with ease, and build a team culture rooted in accountability, urgency, and continuous improvement.

Requirements

2+ years of leadership experience in an operations, service, or relationship-management environment, including coaching, managing performance, and delivering direct feedback
A performance-driven mindset — you set high standards, hold people to them, and take ownership of your team's results
Proven ability to coach using performance data, call and case observations, and quality feedback, with strong attention to detail in documenting trends and follow-up actions
Comfort leading a team that carries proactive, outcome-oriented work such as merchant engagement or outreach — you know how to motivate initiative and drive without it being a formal sales role
Willingness to roll up your sleeves and jump into the work when the team needs it
Ability to balance multiple priorities and lead a team working across several business areas, including through change and cross-skilling
Strong communication skills, with the ability to deliver clear feedback and partner effectively with leaders and specialists
Strong problem-solving skills, with the ability to identify trends, process gaps, and development opportunities

Responsibilities

Lead and develop a cross-functional team of Business Relationship Specialists, Senior Specialists, and Onboarding Specialists across phone and non-phone workflows
Set clear performance expectations and hold the team accountable to service levels, refund and resolution SLAs, engagement targets, and quality standards
Coach to results using performance data — queue metrics, refund aging, engagement outcomes, and quality reviews — to identify trends, close gaps, and raise the bar
Develop your Senior Specialists as owners of high-impact work: refund and chargeback resolution, proactive merchant engagement strategies, partner and API escalations, and onboarding and oversight support
Drive proactive merchant outreach and engagement programs, coaching the team to approach every contact with initiative, ownership, and a focus on outcomes
Jump in directly when volume, escalations, or complex situations demand it — leading by example rather than from the sidelines
Partner with Onboarding, Merchant Risk, WFM, and department leaders to align coverage, cross-skilling, and priorities as business needs evolve
Build and reinforce a team culture rooted in accountability, urgency, flexibility, and continuous improvement