About SnappPay
SnappPay is the first and leading BNPL provider in Iran, started in 2020. We are leveraging Financial Technologies to reshape Iranian’s experience of consumer credit. Supporting Snapp Group’s mission of enhancing Iranian people's quality of life through Internet services, SnappPay’s mission is to bring financial freedom to all Iranian by providing them with better, smarter and more efficient solutions for payment and shopping.

About the Role
The mission of this role is To manage and retain onboarded & potential social commerce merchants by ensuring operational excellence and consistent support across active categories.

Responsibilities

• Reduce average SLA response time for merchant support tickets from [8 hours] to [0.5 hours] within 3 months by redefining and documenting SOPs.
• Reduce merchant churn rate from [40%] to [5%] within 6 months by implementing a proactive health-check and early-warning SOP for at-risk merchants.
• Define and roll out a documented SLA framework (response time, resolution time, escalation tiers) covering 100% of ticket categories within the first 60 days.
• Build and ramp a team of up to 5 merchant success specialists, with each new hire fully productive (meeting individual SLA/CSAT targets) within [12 weeks] of joining.
• Establish a weekly/monthly reporting cadence on team KPIs (SLA adherence, CSAT, churn, retention) to leadership, with the first dashboard live within 30 days.

Requirements

• Team Leadership – ability to lead, coach, and hold a team of up to 5 specialists accountable to SLA/CSAT targets
• Process Design (SOP/SLA Development) – ability to create, document, and roll out standardized operating procedures
• Analytical Skills – ability to read SLA/CSAT/churn data, spot trends, and turn them into action plans
• Problem-Solving – diagnosing root causes of merchant churn or operational bottlenecks
• Commercial/Financial Acumen – understanding how operational decisions affect GMV, revenue retention, and payment churn
• Communication Skills – clear reporting to leadership and clear direction to the team