About Paysafe

Paysafe is a global payments platform powering the experience economy, with a strong focus on the iGaming, video gaming, e-commerce, retail, travel and hospitality sectors. With 30 years of expertise in payment technology, Paysafe helps businesses and consumers lift every experience through seamless, secure payment solutions, including card payments, digital wallets such as Skrill, eCash solutions like PaysafeCard, and a suite of local payment methods. With approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025, Paysafe connects people and businesses worldwide through innovative digital payment experiences.

Overview

Reporting to the VP, Customer Service Excellence, the Senior Director, Merchant Services leads Paysafe’s global Merchant Services Customer Care organization, with accountability for service performance, operational excellence, and merchant experience.

Working closely with Product, Sales, Risk, Compliance, Technology, and Operations, this role will shape service strategy, improve the merchant journey, and drive scalable, technology-enabled ways of working. The Senior Director will balance merchant needs, commercial priorities, operational performance, and regulatory requirements to support long-term growth.

Responsibilities

• Set the strategy for Merchant Services Customer Care, translating business priorities into clear goals, operating plans, and measurable outcomes.
• Lead global service operations, including contact centers, merchant servicing, technical support, workforce management, quality, and escalations.
• Elevate the merchant experience by improving service quality, resolution times, satisfaction, retention, and first-contact resolution.
• Drive transformation and innovation, using data, automation, AI, digital capabilities, and process improvement to simplify and scale service delivery.
• Partner across the business with Product, Sales, Risk, Compliance, Technology, and Operations to align priorities and support merchant and business growth.
• Own merchant retention strategy, using merchant insights and performance data to reduce attrition, strengthen relationships, and increase long-term value.
• Build and develop high-performing teams, creating an inclusive culture of accountability, collaboration, customer focus, and continuous improvement.
• Provide strong operational governance, including performance management, risk and compliance, BPO partner management, capacity planning, and reporting to senior leadership.

What We’re Looking For

• Significant leadership experience in payments, fintech, banking, financial services, or another relevant industry, ideally within scaled customer or merchant operations.
• Experience leading large, complex service operations and/or contact center environments across multiple teams, markets, or geographies.
• Strong understanding of the payments or merchant services ecosystem, with experience across areas such as acquiring, processing, onboarding, servicing, risk, or compliance.
• A track record of improving customer or merchant experience while delivering operational performance and measurable business outcomes.
• Experience leading transformation, process improvement, automation, digital servicing, or AI-enabled initiatives.
• Strong commercial mindset with the ability to connect service strategy to retention, growth, and customer value.
• Ability to influence and collaborate effectively across senior stakeholders, functions, and geographies.
• An inclusive and empowering leadership style, with experience developing teams, strengthening leadership capability, and creating a culture of accountability and continuous improvement.

Measures of Success

Success will be reflected in stronger merchant retention and satisfaction, increased adoption of digital and self-service solutions, greater operational efficiency, faster and more effective resolution, and an engaged, high-performing organization.

Equal Employment Opportunity

Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.