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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.

Responsibilities

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.

Requirements

strong understanding of SaaS platforms and payment terminal ecosystems; able to translate technical concepts into business outcomes.
exceptional relationship‑building and stakeholder management.
ability to analyse transaction data, chargeback trends and operational metrics; familiarity with SQL.
clear written and verbal skills for technical and non‑technical audiences.
experience working with Product, Engineering, Sales and Operations and managing difficult conversations.
prioritise competing requests and manage workload effectively.
Salesforce (or equivalent CRM) and intermediate Excel required.

Skills

SaaS platforms
payment terminals
SQL
Salesforce
Excel

Location

hybrid

Work Type

hybrid
customer-facing

About the Company

Fiserv is a global leader in Fintech and payments, and we move money and information in a way that moves the world.
We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely.
There's a reason why Fiserv is the global leader in information management and electronic commerce systems for the financial services industry.
If you are a talented professional who gets excited by the challenge of helping Fiserv lead the transformation of financial services technology for our clients' benefit, we encourage you to explore career opportunities with Fiserv, where turning possibilities into realities is the norm.

Equal Opportunity

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.