Location
Australia
Job Type
Full time
Posted
June 05, 2026
Job Description
About the role
This role is responsible for establishing and leading the Merchant Support function across Australia and New Zealand, overseeing a team of 10 Specialists across onshore and offshore locations. You will lead a 7‑day blended support model, delivering high‑quality, compliant and efficient merchant servicing for retail partners and Latitude Account Managers. The role drives performance, risk oversight, development and continuous improvement.
Responsibilities:
- Build and deliver plans to achieve AU/NZ process and service parity, including cross‑skilling for Merchant Servicing.
- Lead onshore/offshore Merchant Support Consultants to deliver consistent support across a 7‑day model.
- Drive performance across phone, chat and email channels to meet SLAs, productivity and quality targets.
- Act as escalation point for complex merchant, Account Manager, B2B Field Team and Program Leader enquiries.
- Oversee resolu...