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Customer Support

Job Description:


To manage the daily operations of the Customer Support Group, within the Client Services Department Provide world class customer support and service.


A hands-on leader who is service and training savvy, can work well with all levels of the team and MLS customers





  • Organizes and directs the day-to-day activities related to the operation of the Customer Support Group.
  • Responsible for managing, training & guiding call center agents in performing their duties.
  • Provides support, reports & resolves problems and complaints.
  • Monitors agents & contact center performance, and analyzes reports.
  • Helps developing schedules to ensure adequate staffing levels.
  • Acts as a source of information and answers agent’s questions, assigns tasks, follows up and gives instructions as necessary.
  • Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.
  • Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
  • Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job including creating and maintaining training curriculum and materials
  • Other responsibilities as tasked




  • High School Diploma or equivalency and or industry specific certifications
  • Five years customer service experience with at least two years in a
  • supervisory experience leading teams (Call Center environment preferred).
  • Excellent communication, leadership and interpersonal skills.
  • Good knowledge of common best practices in customer service and call center environment


Merchant Lynx Services values their employees. We encourage life-long learning and foster employee personal growth.


Classification: Salary Exempt

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