Merchant Services Manager

The Company

SpryPoint is revolutionizing how utilities serve their communities. As a high-growth software company, we're shaking up the status quo in the utility industry with the first and only cloud-native platform built specifically for modern utilities.

Founded by industry veterans in 2012, we've grown from a profitable startup to a rapidly scaling company of 285+ employees serving 100+ utility clients across North America and the Caribbean. Our mission is simple: utility leaders should expect more from their technology providers.

We deliver comprehensive solutions including SpryCIS, SpryEngage, SpryMobile, and SpryWallet that modernize the entire meter-to-cash process. What sets us apart? Our "updates, not upgrades" approach, user-centric design, and unwavering focus on customer success—achieving 100% customer reference ability.

Backed by strategic investment from Norwest Venture Partners since 2023, we're accelerating our growth while staying true to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with excellence.

Join us in transforming an essential industry that powers communities across the Americas.

Position Overview

The Merchant Services Manager is a key operational leader within our Payments team, reporting directly to Shane Shepherd, our VP of Payments. This role offers exceptional growth opportunities for someone who thrives on organization, process improvement, and ensuring operations run smoothly behind the scenes as SpryPoint scales its payment operations across our expanding utility client base.

As the operational backbone of our payments ecosystem, you’ll ensure seamless payment processing for utilities serving millions of customers. This role sits at the intersection of technology, finance, and operations - overseeing merchant operations, managing internal projects, and working cross-functionally to ensure accurate revenue tracking and collection. . While the focus is primarily internal operations,  the role includes strategic collaboration with clients and leadership teams on high-impact initiatives. Your expertise will directly drive the efficiency and reliability that makes SpryPoint’s payment operations best-in-class, while positioning you to develop advanced  leadership and operational expertise.

If you’re based in Atlanta or nearby, this is a hybrid role with 3 days a week in our downtown office.

• Support the VP of Payments in planning, coordinating, and executing on activities related to onboarding clients to payment processing.
• Conduct day-to-day operations for the Payments solution, ensuring efficiency, accuracy, and visibility across projects.
• Anticipate risks and proactively work to mitigate potential issues
• Coordinate with Finance, Sales, Product, Customer Success, and Professional Services to ensure proper setup, compliance, and tracking with payment processing engines.
• Create documentation, process maps, and training materials to align with operational strategy as needed.
• Partner with Vendor to streamline processes and diagnose issues.
• Serve as an escalation point for payment related client support.
• Interpret contracts and agreements to ensure operational processes align with merchant obligations.
• Support SpryWallet client operations as needed.
• Utilize tools such as Salesforce, Payrix, Google Sheets, Jira, and payment processors to manage operations and provide reporting.
• Conduct audits  to validate accuracy and completeness.
• Identify opportunities for process improvements and implement solutions to increase efficiency and transparency.

• 5+ years of project management or operational experience, preferably in fintech, SaaS, or payment processing.
• Proven ability to track and report on projects with transparency and accuracy.
• Comfortable interpreting contracts, agreements, and operational policies.
• Excellent partnering and stakeholder management skills.
• Highly organized, detail-oriented, and results-driven.
• Excellent written and verbal communication skills.
• Proficiency with Salesforce, Payrix, payment processing platforms, Google Sheets, and Jira is a plus.
• Ability to thrive in a fast-paced, operationally focused environment.
• Strong problem-solving mindset with commitment to operational excellence and continuous improvement.

Our Hiring Process!

We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Here’s a peek into our hiring process for this position, so you know exactly what to expect:


👋 Stage 1: 30-minutes Recruiter Interview

We'll dive into your professional background and experience, share more about SpryPoint and the role, and answer any burning questions you might have.


👥 Stage 2: 45-minutes Hiring Manager Interview with Shane Shepherd, VP of Payments

In this interview, you’ll have the opportunity to discuss your experience and insights with Shane. He’ll be eager to learn more about how your background aligns with the Merchant Services Manager role.

🧑‍💻 Stage 3:  Presentation Prep & Peer Interview

In this stage, you’ll prepare an assignment to present during your peer interview, showcasing your experience. You'll present your approach to key team members, and the remaining time will focus on your professional background and experience. This is also a great opportunity to see how you fit into our collaborative culture

💬 Stage 4: 15-minute Touch base with Shane

We know you might have some questions for Shane or want to revisit topics from your previous conversations. Shane is happy to answer any questions that have come up since then and share a few expectations to help set you up for success!

🚀 Stage 5: References/Offer

We'll check your references to confirm all the great things we've learned about you. If all goes well, we’ll be thrilled to extend an offer and welcome you to the team!

💫 Expect More From Your Career at SpryPoint

🚀 Work your way - Hybrid environment with an office in downtown Atlanta and flexible working hours

💰 Competitive Total Rewards - Comprehensive compensation package that grows with you

💻 Complete Setup - MacBook + $500 to create your ideal home workspace

🏥 Total Wellness - Health, dental, vision, and life insurance from day one

🏝️ Recharge Time - Generous PTO, Summer Friday half-days, and unlimited sick days

📈 Future Security - RRSP (Canada) and 401k (US) matching programs

🧠 Continuous Growth - $2,500 annual development fund, tuition assistance, and Book Bounty program

🧳 Team Connection - Annual company events and team offsites that bring us together

Professional Identity Verification

To help us verify candidate authenticity and streamline our screening process, we strongly encourage candidates to include a link to their LinkedIn profile and verify it with their current work email address. While not required, this helps us confirm your professional background and accelerates our review process. Candidates with verified LinkedIn profiles typically receive faster responses and priority consideration during our screening process. Note that all final candidates will complete a formal background check and identity verification as a part of our SOC 2 compliance procedures.

Equal Opportunity & Inclusion

SpryPoint is an equal-opportunity employer committed to creating an inclusive environment where everyone can thrive. We welcome applications from all qualified candidates regardless of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable laws.

Accommodations

Need accommodations during our interview process? Let us know and we'll work with you to provide the necessary support.