Technical Customer Experience Manager - Clover

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Job Title

About the Role:

We are seeking a Clover Technical Customer Experience Manager to be a Partner in Possibility for our small-business merchant clients. This hybrid, customer-facing and technical role will deliver 2nd level technical support, troubleshooting/root cause analysis for SaaS platforms and payment terminals, product optimization and training, while improving the merchant experience by driving retention through proactive and retention and continuous improvement. You will not be assigned a fixed set of clients; instead, you’ll work across a dynamic portfolio of SMB merchants and partners with the opportunity to increase adoption and utilisation of our Clover products and services.

What You Will Do:

• Serve as a 2nd level technical point of contact for escalated or complex queries related to transactions, settlement, funding, SaaS platform functionality and payment terminals.

• Provide 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 call centre and operations staff to improve quality.

• Drive communications to merchants following LTR/NPS feedback and lead initiatives to improve satisfaction and retention.

• Maintain accurate case records and activity in Salesforce (or similar CRM) and contribute merchant insights to cross‑functional initiatives and product improvements.

• Monitor and analyse merchant activity (transaction trends, chargebacks, held transactions, repeat service calls); identify root causes and recommend process or configuration changes to reduce risk and improve experience.

• Promote product and service adoption; identify opportunities to expand merchant utilisation and refer commercial opportunities to Sales when appropriate.

• Represent Fiserv values in all communications and adhere to policies and procedures. on new feature rollouts, client onboarding, and cross-functional initiatives.

What You Will Need To Have:

• Technical enablement: strong understanding of SaaS platforms and payment terminal ecosystems; able to translate technical concepts into business outcomes.

• Customer advocacy: exceptional relationship‑building and stakeholder management.

• Analytical aptitude: ability to analyse transaction data, chargeback trends and operational metrics; familiarity with SQL.

• Communication: clear written and verbal skills for technical and non‑technical audiences.

• Collaboration and negotiation: experience working with Product, Engineering, Sales and Operations and managing difficult conversations.

• Time management: prioritise competing requests and manage workload effectively.

• Systems literacy: Salesforce (or equivalent CRM) and intermediate Excel required.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.