Vice President, Customer Experience (Payments)

Remote | Senior Leadership Team

Our Client is hiring a payments-native Customer Experience executive to build and lead the CX organization for a growing merchant acquiring and embedded payments platform processing.

This role owns the merchant journey — onboarding, support, retention, and expansion — and sits directly on top of the processing environment.

If you have not worked inside the acquiring ecosystem, this will not be the right role.

What This Role Actually Is

You will operate as the voice of the merchant inside a payments company — not a call center leader and not a SaaS customer success manager.

You will redesign how merchants and partners experience:

• boarding
• funding
• statement clarity
• support
• chargebacks
• escalations
• long-term retention

You’ll lead a 25-person organization and work directly with Product, Engineering, Risk, Sales, and Executive Leadership to tie CX performance to revenue, attrition, and lifetime value.

Hard Requirement (Please Read Carefully)

You must have direct operational experience working with TSYS / Global Payments and/or Fiserv processing platforms.

We are specifically looking for leaders who have personally overseen:

• processor implementations or migrations
• merchant onboarding operations
• funding or settlement workflows
• dispute/chargeback handling
• processor escalations
• service level governance

If your background is primarily SaaS CS, retail, telecom, healthcare, or general BPO support — this role will not align.

What You’ll Own 

• End-to-end CX strategy tied to retention, NPS, CSAT, and churn reduction
• Merchant and partner lifecycle experience from approval through long-term growth
• Disputes, escalations, and processor relationship management (TSYS & Fiserv)
• Onboarding, support, and success team leadership (25+ staff)
• Cross-functional alignment with Product, Risk, and Sales
• Digital CX initiatives (self-service, proactive outreach, intelligent routing, AI-assisted service)
• Executive reporting and CX performance metrics
• Leads outsourced offshore teams

Ideal Background

• 15+ years in payments, merchant acquiring, PayFac, or embedded payments
• Experience inside an ISO, PayFac, processor, acquiring bank, or payments platform
• Strong knowledge of settlement, funding, chargebacks, and merchant lifecycle operations
• Built or scaled a CX/support organization of 20+ employees
• Comfortable operating with executive leadership and influencing strategy

Why This Role Matters

This is a build role, not a maintenance role.

Our Client is at a scale point where Customer Experience directly impacts revenue growth, partner retention, and enterprise valuation. The right leader will design the operating model the company runs on for the next decade.

You will not just manage service levels — you will shape how merchants experience the platform.

If you’ve lived inside the payments ecosystem and know how processor operations actually affect merchant retention, we should talk.