Director, Indirect Support

Title Director, Indirect Support Partner Experience - Indirect    Reports to VP, Partner Experience  

About Payroc

Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today’s fast-moving commerce landscape.

At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve.

We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.

 Position Overview

We are seeking a Director of Indirect Sales Support to lead and scale our partner support organization. This role will oversee a team of Partner Advocates and a small team of Relationship Managers supporting our indirect sales channels, including 1099 Agents, ISOs, and Agent Banks. The ideal candidate brings deep experience in merchant processing, strong call center leadership, and a proven ability to drive operational excellence across people, processes, and cross-functional teams. This individual will also serve as a key escalation point for sales partners and must possess strong relationship management skills.

Duties and Responsibilities

• Lead, develop, and manage a team of Partner Advocates and Relationship Managers supporting indirect sales partners
• Serve as a primary escalation point for 1099 Agents, ISOs, and Agent Banks, ensuring timely and effective resolution of complex issues
• Build and maintain strong relationships with key sales partners to enhance trust, communication, and overall experience
• Oversee day-to-day support operations, ensuring timely, accurate, and high-quality service
• Build and optimize call center processes, including queue management, SLAs, and workforce planning
• Establish and maintain reporting frameworks to track performance, identify trends, and drive accountability
• Partner cross-functionally with Sales, Operations, Risk, Underwriting, and Product teams to resolve issues and improve partner experience
• Implement training and cross-training programs to increase team flexibility and knowledge across processors
• Drive continuous improvement initiatives to reduce inefficiencies, streamline workflows, and enhance partner satisfaction
• Ensure clear communication channels and escalation paths for indirect partners
• Evaluate team structure and talent to build a scalable, high-performing organization

Qualifications

• 7+ years of experience in merchant processing or payments industry
• 5+ years of leadership experience managing support, relationship management, or call center teams
• Proven experience managing people, processes, and performance in a fast-paced environment
• Strong background in call center operations, including reporting, metrics, and workforce management
• Experience supporting indirect sales channels (e.g., 1099 Agents, ISOs, Agent Banks)
• Strong relationship management skills with the ability to handle escalations and maintain partner trust
• Demonstrated ability to work cross-functionally and influence stakeholders across the organization
• Strong analytical skills with the ability to translate data into actionable insights
• Excellent communication, coaching, and organizational skills

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods.
• Frequent interaction with team members, leaders, subject matter experts, i