Merchant Support Supervisor - Onsite - Sandy, UT

Merchant Support Supervisor (Onsite – Sandy, UT)

Pay: $100,000 – $110,000 base

Schedule: Full-time | Standard business hours

Location: Onsite in Sandy, UT (initial remote onboarding with travel for training; onsite full-time starting August)

About the Company

Our client is a rapidly growing fintech organization focused on providing financing solutions for small and mid-sized businesses. Known for its strong culture and fast-paced environment, the company is expanding operations in Utah—creating an opportunity for a hands-on leader to help build and shape a high-performing support organization from the ground up.

Why This Role Matters

This isn’t a typical customer service supervisor role. This position is critical to driving operational performance, accountability, and service quality across both internal teams and third-party vendors.

You’ll act as the onsite leader for a growing satellite office, directly impacting customer experience, team performance, and operational excellence in a high-volume financial services environment.

What You’ll Do

Team Leadership & Vendor Oversight

• Lead and coach onsite Merchant Support Representatives with real-time feedback and performance management
• Oversee third-party vendor teams to ensure alignment with service standards, workflows, and compliance
• Monitor call volume, queue health, and SLA performance to meet operational targets
• Act as escalation point for complex or high-impact customer issues
• Partner with vendor leadership to improve performance and resolve service gaps

Operations Management

• Oversee daily merchant servicing operations across onsite and remote teams
• Ensure timely resolution of merchant inquiries throughout the servicing lifecycle
• Maintain consistency in workflows, processes, and service delivery standards
• Collaborate with internal teams (Operations, Compliance, IT, Underwriting) to resolve issues

Performance & Continuous Improvement

• Track KPIs including SLA attainment, productivity, call quality, and first-call resolution
• Identify workflow inefficiencies and implement operational improvements
• Provide regular updates and recommendations to leadership
• Support process improvements and operational initiatives

Site Leadership

• Serve as the onsite leader for the Sandy, UT office
• Build a culture of accountability, professionalism, and high performance
• Coordinate site operations including staffing, facilities, and employee experience
• Act as liaison between the satellite office and headquarters

What We’re Looking For

Required Experience

• Experience leading teams in:
  • Call center operations
  • Financial services, lending, or collections
  • B2B servicing environments
• Proven experience managing both internal teams and third-party vendors
• Strong track record driving SLA attainment and operational performance
• Hands-on leadership style with ability to manage day-to-day execution

Key Skills

• Call center / contact center management
• Operational improvements & workflow optimization
• Vendor management & accountability
• Performance coaching and team development
• Strong communication and cross-functional collaboration

Ideal Candidate Traits

• High accountability and ownership mindset
• Calm, decisive leader in fast-paced environments
• Direct, professional communicator
• Process-driven with strong operational focus
• Comfortable leading performance conversations and driving results

What Sets This Role Apart

• Opportunity to build and lead a new site during a major expansion
• Direct impact on operational success and customer experience
• High visibility role working cross-functionally and with leadership
• Strong growth potential within a scaling fintech organization

Additional Details

• Permanent, direct hire opportunity
• Full benefits package including medical, dental, vision, 401(k), and more

Job Type & Location

This is a Permanent position based out of Sandy, UT.

Pay and Benefits

The pay range for this position is $100000.00 - $110000.00/yr.

Health Insurance Dental Insurance Vision Insurance FSA HSA Life and AD&D Insurance Voluntary Life/AD&D Voluntary Short & Long - term Disability EAP & Work/Life Services Worldwide Travel Assistance AFLAC Supplemental Insurance 401(K)/Profit Sharing Holiday Pay

Workplace Type

This is a fully onsite position in Sandy,UT.

Application Deadline

This position is anticipated to close on Jun 15, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.