Job Description:

About The Role

Constellation Payment Processing is a modern Payment Facilitator (PayFac) empowering SaaS businesses to grow revenue through seamless, embedded payments. As part of Constellation Software Inc. (CSI) — a global Canadian-based software leader — we combine the agility of a specialized payments company with the strength and stability of an established global powerhouse.

As a Customer Experience Manager, you will lead a team dedicated to delivering exceptional support to our merchants and partners. This role requires strong leadership, strategic thinking, and a passion for operational excellence in the payments industry.

What You’ll Do

• Lead, mentor, and develop the Merchant Support and Technical Support teams to ensure high performance and professional growth.

• Oversee resolution of complex merchant issues and ensure compliance with SLAs.

• Collaborate with internal teams (Risk, Underwriting, Product, Engineering) to manage escalations and improve processes.

• Monitor team performance metrics and implement strategies to enhance merchant satisfaction.

• Drive improvements in merchant experience by monitoring NPS trends, analyzing feedback, and implementing targeted action plans to increase satisfaction and loyalty.

• Manage reporting and analytics to provide visibility to leadership and identify trends.

• Participate in initiatives for fraud prevention, compliance, and operational efficiency.

• Ensure adherence to PCI compliance and industry best practices.

• Contribute to process improvement projects and support system enhancements.

• Flexibility to travel for work assignments when necessary.

• Maintain a valid passport for international travel as required.

• Willingness to participate in the on-call schedule for after-hour support as assigned by leadership.

Basic Qualifications

• Familiarity with common payment platforms, gateways, terminals, and POS systems.

• Excellent communication skills (written and verbal) with a customer-first attitude.

• Proficient in using support tools and CRM systems (e.g., Salesforce, Zendesk).

• Strong analytical mindset with problem-solving skills and attention to detail.

• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• 3–5+ years of experience in merchant services, payments, or fintech industry.

• Proven experience managing a support team or leading operational functions.

• Strong understanding of payment processing workflows (authorization, settlement, chargebacks).

• Experience with strategic planning and process optimization.

• Familiarity with leveraging AI tools to streamline workflows and support decision-making.

Equal Opportunity & Legal Disclosures

Constellation Payments is an Equal Opportunity Employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We comply with the San Francisco Fair Chance Ordinance and will consider qualified applicants with criminal histories in a manner consistent with the requirements of this ordinance.

This position does not offer visa sponsorship. All applicants must have pre-existing legal authorization to work in the United States of America.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.