Merchant Operations Lead

Mayflower is a technology company that alters the entertainment industry to a new level of perception and engagement.

We are developing a partner advertising high-load system with a large RPS, convenient and modern interface. We are growing exponentially and successfully implementing new technologies to accelerate this growth and the system as a whole.

We are looking for a Merchant Operations & Partnerships Lead to build and scale a critical function at the intersection of customer success, operations, and payment partnerships.

This role is central to ensuring our merchants maximize performance while our ecosystem of PSPs, acquirers, and partners operates seamlessly. You will own the full lifecycle, from onboarding and support to partnerships and integrations, while building scalable processes and teams.

Job Responsibilities

Customer Success

• Build and lead the Customer Success team.
• Develop scalable frameworks for onboarding, adoption, QBRs, and account growth.
• Guide merchants on best practices to maximize approval rates, routing logic, and orchestration capabilities.
• Identify upsell and cross-sell opportunities and work with Sales/BD to close them.
• Collect customer insights to help shape the product roadmap.

Customer Support

• Oversee customer support operations and SLAs.
• Ensure timely resolution of tickets, incidents, and payment provider escalations.
• Build documentation, processes, and automation to improve support quality and efficiency.
• Collaborate with engineering and product to resolve complex technical issues.

Partnership Management

• Own relationships with PSPs, acquirers, gateways, fraud partners, and other ecosystem players.
• Work with BD to identify and structure new partnership opportunities.
• Ensure operational alignment with partners (onboarding, incidents, certifications, updates).
• Maintain strong communication channels for escalations and co-selling efforts.
• Own the integrations pipeline and backlog between PSPs, acquirers, fraud systems, and other ecosystem partners.
• Prioritize integrations based on merchant demand, revenue impact, and strategic expansion.

Merchant Operations

• Oversee merchant onboarding workflows, integration processes, and operational KPIs.
• Ensure all merchant accounts are configured correctly across providers and systems.
• Build internal tools, checklists, and processes to improve operational efficiency.
• Own compliance-related operations (payment provider requirements, etc.).
• Manage and coordinate merchant account opening with our partners in an efficient and timely manner.