Fiserv

2 weeks ago

Technical Customer Experience Manager - Clover

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Provide 2nd level technical support for escalated Clover queries, troubleshooting root causes across SaaS platform functionality and payment terminals. Coordinate fixes with Product, Engineering, and Operations to resolve incidents within SLAs. Manage terminal provisioning lifecycle, support merchant onboarding and training, and use LTR/NPS feedback and transaction analytics to improve satisfaction, retention, and product experience.

Location: Australia

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Serve as a 2nd level technical point of contact for complex escalations related to transactions, settlement, funding, SaaS platform functionality, and payment terminals.
•Diagnose issues, coordinate fixes with Product/Engineering/Operations, and ensure incidents are resolved within agreed SLAs.
•Manage terminal provisioning and lifecycle activities with timeliness and accuracy.
•Support onboarding and training for new merchants and internal teams; provide feedback and coaching to improve call centre and operations quality.
•Maintain accurate case records in Salesforce (or similar CRM) and analyze merchant activity to identify root causes and recommend process/configuration changes.

Key Requirements

•Strong understanding of SaaS platforms and payment terminal ecosystems, with the ability to translate technical concepts into business outcomes.
•Ability to analyze transaction data, chargeback trends, and operational metrics; familiarity with SQL.
•Clear written and verbal communication skills for technical and non-technical audiences.
•Experience collaborating with Product, Engineering, Sales, and Operations, including managing difficult conversations.
•Systems literacy with Salesforce (or equivalent CRM) and intermediate Excel.

Experience:FintechPaymentsSaaSCustomer support

Skills:Relationship-buildingStakeholder managementCommunicationCollaborationTime management

Tech Stack:CloverSaaSPayment terminalsSalesforceSQLExcel

Company Brief

Fiserv

Provides payments, processing services, risk management, and core banking technology to financial institutions, merchants, and businesses worldwide, enabling digital payments, account processing, and financial services integration.

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Brookfield, United States

Founded: 1984

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Fiserv

2 weeks ago

Technical Customer Experience Manager - Clover

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: Australia

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Serve as a 2nd level technical point of contact for complex escalations related to transactions, settlement, funding, SaaS platform functionality, and payment terminals.
•Diagnose issues, coordinate fixes with Product/Engineering/Operations, and ensure incidents are resolved within agreed SLAs.
•Manage terminal provisioning and lifecycle activities with timeliness and accuracy.
•Support onboarding and training for new merchants and internal teams; provide feedback and coaching to improve call centre and operations quality.
•Maintain accurate case records in Salesforce (or similar CRM) and analyze merchant activity to identify root causes and recommend process/configuration changes.

Key Requirements

•Strong understanding of SaaS platforms and payment terminal ecosystems, with the ability to translate technical concepts into business outcomes.
•Ability to analyze transaction data, chargeback trends, and operational metrics; familiarity with SQL.
•Clear written and verbal communication skills for technical and non-technical audiences.
•Experience collaborating with Product, Engineering, Sales, and Operations, including managing difficult conversations.
•Systems literacy with Salesforce (or equivalent CRM) and intermediate Excel.

Experience:FintechPaymentsSaaSCustomer support

Skills:Relationship-buildingStakeholder managementCommunicationCollaborationTime management

Tech Stack:CloverSaaSPayment terminalsSalesforceSQLExcel

Company Brief

Fiserv

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Brookfield, United States

Founded: 1984

Website LinkedIn