Relationship Manager, Merchant Support

Overview

Own complex and escalated merchant and customer disputes as a Level 2/Level 3 resolution specialist, based in the Bangalore office and supporting U.S. East Coast business hours.

What you'll do

• Serve as the primary point of contact for escalated merchant and customer disputes and transaction-related concerns.
• Investigate and analyze disputed transactions by gathering evidence from merchants, reviewing customer claims, and examining account and transaction history.
• Reach fair, well-documented resolutions within defined service levels, applying ClarityPay policy and applicable regulatory requirements.
• Handle the most complex, sensitive, or high-value cases escalated from Level 1 support, exercising independent judgment within established guidelines.
• Act as the trusted liaison between merchants, customers, and internal stakeholders, keeping all parties informed throughout the dispute lifecycle.
• Educate merchants and end customers on dispute processes, timelines, and outcomes.
• Negotiate balanced outcomes that protect the customer experience while respecting merchant interests.
• Triage and route cases by severity and complexity; partner with Servicing, Risk, and Compliance on escalated or multi-party disputes.
• Act as an escalation point and informal mentor for Level 1 agents, sharing guidance on difficult cases and decisioning.
• Coordinate with internal teams to close the loop on cases requiring policy, system, or account corrections.
• Maintain accurate, detailed case records (metadata, findings, actions taken, and communications) in the case management system.
• Ensure every action complies with ClarityPay policy and applicable federal and state regulations.
• Monitor dispute trends and surface reporting and insights that help merchants and internal teams reduce future disputes.
• Identify recurring root causes and recommend processes, policy, or communication improvements.
• Contribute to playbooks, SOPs, and knowledge resources that raise the quality and consistency of dispute handling.

What you'll need

• 2–3 years of experience in merchant or customer support, payments, dispute or chargeback handling, or financial-services operations.
• Strong understanding of the dispute management lifecycle.
• Working familiarity with consumer-finance and payments regulations, and a track record of operating within compliance guidelines.
• Excellent written and verbal communication, with the ability to balance merchant and customer perspectives and de-escalate with empathy.
• Proficiency with Microsoft Office and comfort working across CRM/case management, ticketing, and contact-center platforms.
• Strong time management, attention to detail, and the autonomy to own cases end-to-end.
• High school diploma or G.E.D.

Nice to have

• Experience in payments, BNPL, fintech, banking, or BPO/financial-services environments.
• Familiarity with chargeback and transaction-dispute processes.
• Bachelor's degree in business, finance, or a related field.
• Bilingual in English and Spanish.
• Hands-on experience with chargeback or disputes.
• Prior Level 2/Level 3, escalations, or peer-mentoring experience in a support organization.

Details

• Location: Bangalore, India office.
• Supports U.S. East Coast business hours.
• Live support is provided seven days a week in English and Spanish.