---
title: 'Manager, Merchant Support at ClarityPay'
canonical: 'https://feeny.ai/job/manager-merchant-support-claritypay-bengaluru-450trgh3tv02'
type: 'job'
last_seen: '2026-09-10'
---

# Manager, Merchant Support at ClarityPay

- **Company:** ClarityPay
- **Location:** Bengaluru, India
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-07-01
- **Last confirmed live:** 2026-09-10
- **Apply:** https://jobs.ashbyhq.com/claritypay/facb6a8e-3052-4a22-87f8-cdda3861d87f

## Job description

About ClarityPay:

We give businesses and their customers peace of mind by solving complex credit challenges with precision, speed, and intelligence, combining deep expertise with advanced technology, to simplify the experience and deliver better outcomes, every time. We're a fast‑growing fintech empowering enterprise merchants with smarter, more adaptive pay‑over‑time solutions. From point‑of‑sale financing to “Buy Now, Pay Later” programs and loyalty‑integrated offers, we’re building configurable credit tools that help businesses serve more of their customers. We value teamwork, clarity of purpose, and rigorous attention to data to drive action. We balance speed and excellence to deliver an exceptional customer experience.

Role Overview: We’re looking for an experienced Merchant Support Manager to lead and develop a team of merchant support specialists who resolve escalated disputes and transaction-related concerns across ClarityPay’s merchant and customer channels. You’ll own your team’s day-to-day performance, quality, and service levels - coaching specialists to grow, and as a player-coach, still personally handling the most complex, sensitive, or high-value escalations yourself. This is a hands-on leadership role at the intersection of Servicing, Risk, Compliance, and our merchant partners. You’ll set the standard for fair, compliant, and empathetic resolution. Key Responsibilities:

## Team Leadership & Coaching

- Lead, coach, and develop a team of merchant support specialists handling escalated disputes and transaction-related concerns.
- Provide day-to-day direction, regular 1:1s, feedback; build a culture of accountability, empathy, and merchant-first service.
- Manage scheduling, capacity, and queue coverage to meet SLAs across support hours. Performance, Quality & SLA Ownership
- Own team KPIs - resolution time, quality scores, SLA adherence, and customer/merchant satisfaction - and report on them to leadership.
- Conduct case reviews; coach to close performance gaps and recognize strong work.
- Set goals and targets with the team, track progress, and flag risks early. Escalation Ownership & Hands-on Resolution
- Serve as the senior escalation point for the most complex, sensitive, or high-value disputes, and personally own and resolve a subset of top escalations.
- Make sound, well-documented decisions within ClarityPay policy and applicable regulatory guidelines, setting precedent for the team.
- De-escalate difficult merchant and customer situations with empathy and judgment. Cross-Functional & Stakeholder Management
- Partners with Servicing, Risk, Compliance, and Product on multi-party disputes, policy questions, and systemic fixes.
- Represent the team in governance and operational reviews, communicating trends, blockers, and outcomes to leadership.
- Liaise with merchant partners on escalated or high-priority matters. Quality, Compliance & Documentation
- Ensure the team maintains accurate, complete case records and follows ClarityPay policy and applicable federal and state regulations.
- Uphold training and compliance obligations and ensure team readiness and certification.
- Identify compliance or process risks and escalate them appropriately. Insights & Continuous Improvement
- Monitor dispute trends and translate them into reporting and recommendations that reduce future disputes.
- Identify root causes and drive process, policy, communication, or tooling improvements.
- Build and maintain playbooks, SOPs, and knowledge resources for consistency and quality. What We’re Looking For:
- Leadership Experience: 3-4 years in merchant or customer support, payments, dispute or chargeback handling, or financial-services operations, including 1–2+ years leading or coaching a team (formally or as a senior/lead).
- Industry Background: Payments, BNPL, fintech, banking, or BPO/financial-services environments preferred.
- Dispute Expertise: Strong understanding of the dispute management lifecycle and the ability to personally resolve top escalations.
- People Leadership: Proven ability to coach, develop, and motivate a team, with comfort giving feedback and managing performance.
- Operations: Has managed KPIs, SLAs, quality, and capacity in a support environment.
- Regulatory Awareness: Working familiarity with consumer-finance and payments regulations, and a track record of keeping a team within compliance guidelines.
- Stakeholder Management: Excellent written and verbal communication; credible with merchants and internal leadership, and able to de-escalate with empathy.
- Tools: Proficiency with Microsoft Office and comfort across CRM/case management, ticketing, contact-center, and reporting/dashboard platforms.
- Education: High school diploma or G.E.D. required; bachelor’s degree in business, finance, or a related field preferred.
- Work Location: Based in our Bangalore, India office, supporting U.S. East Coast business hours. Bonus Points:
- Bilingual - we provide live support seven days a week in English and Spanish.
- Prior team-lead experience in a payments, BNPL, or servicing/collections environment.
- Familiarity with workforce management, scheduling, and reporting tools. ClarityPay is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, age, disability, veteran, marital status, or any other legally protected status.

## About ClarityPay

## Company Overview
- **One-liner**: ClarityPay provides configurable point-of-sale (POS) financing solutions that empower merchants to offer pay-over-time plans to their customers, driving sales and customer loyalty.
- **Entity Type**: Private (Seed VC-II stage)
- **Headquarters**: New York, New York, United States
- **Founded**: 2024
- **Founders**: Houman Motaharian (CEO)

## Core Business
- **Primary industry**: Financial Services / Fintech (Specialty Finance, Point-of-Sale Lending)
- **Target customers**: B2B (Merchants in retail, medical spa, travel, and other sectors); B2C (Consumers making large purchases at those merchants).
- **Mission or purpose statement**: “We empower merchants to take full control of their commerce flows by providing capital to serve more of their clientele and elevate their brand. We are merchant first so that merchants can be customer first.”

## Products & Services
- **ClarityPay POS Financing Platform**: An all-in-one, omnichannel lending solution that allows merchants to offer instant, pre-approved, transparent pay-over-time plans to their customers. The platform includes features like seamless repurchase capabilities, auto-pay and scheduling tools, and a single online account for consumers. It is designed to be configurable to a merchant’s specific needs and integrates into their existing sales flow [claritypay.com](https://www.claritypay.com/).

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Total funding raised is not publicly disclosed, but notable capital includes a **$1 billion capital purchase program** from **Neuberger Berman Group** (announced Feb 2025) to buy consumer loans over several years [claritypay.com](https://www.claritypay.com/about-us). The company also achieved **profitability** in mid-2025 and raised a growth capital round [claritypay.com](https://www.claritypay.com/about-us).
- **Notable Investors/Partners**: TTV Capital (lead investor), Outpost Ventures, Vesey Ventures, Neuberger Berman Group (capital partner), DR Bank (member FDIC) [cbinsights.com](https://www.cbinsights.com/company/claritypay).
- **Growth Signals**: Headcount grew **+161.1% YoY** (from 8 to 37 employees) [linkedin.com](https://www.linkedin.com/company/claritypay). The company is expanding its POS lending solution to new verticals and has launched a branded credit program with **Diamonds International** [claritypay.com](https://www.claritypay.com/about-us). Key hires include former Divvy and Goldman/AmEx executives to lead institutional funding and operations, signaling a push to scale.

## Competitive Advantages
- **Merchant-First Philosophy**: The platform is highly configurable, allowing merchants to tailor credit offers and control their own commerce flows, which differentiates it from more rigid, one-size-fits-all POS lenders.
- **Full-Spectrum Lending**: ClarityPay offers financing across the entire credit spectrum, not just prime borrowers, enabling merchants to serve a wider customer base.
- **Strong Capital Backing**: A $1 billion capital commitment from a top-tier asset manager like Neuberger Berman provides a massive and stable funding source for loan origination.
- **Experienced Leadership Team**: The team is composed of veterans from major fintechs (Divvy, LendingPoint), banks (Goldman Sachs, Citi), and payment networks, bringing deep credit, risk, and payments expertise.

## Strategic Focus
- **Scale Loan Origination**: Using the $1B capital program from Neuberger Berman to rapidly grow the volume of loans originated for merchants.
- **Expand into New Verticals & Channels**: Moving beyond initial sectors into travel (e.g., cruise lines) and other high-ticket retail segments, including omnichannel (online and in-store) experiences.
- **Deepen Merchant Enablement**: Building out product features that give merchants more control and data, such as configurable offers and seamless repurchase tools to increase customer lifetime value.
- **Build the Institutional Funding Infrastructure**: Hiring senior capital markets talent to manage and expand the debt capital stack, similar to the strategy used by successful lenders like Divvy.

## Why Work Here
- **High Growth Stage**: With 161% headcount growth YoY and 25 active job postings, the company is in a rapid scaling phase, offering significant opportunities for career advancement and impact [linkedin.com](https://www.linkedin.com/company/claritypay).
- **Strong Financial Foundation**: Having achieved profitability and secured a massive capital partnership, the company is on a stable financial footing, reducing typical startup risk.
- **Experienced, Top-Tier Team**: Joining a team with deep expertise from Goldman Sachs, Citi, Divvy, and LendingPoint provides a steep learning curve and mentorship opportunities [linkedin.com](https://www.linkedin.com/company/claritypay).
- **Purpose-Driven Mission**: The focus on empowering merchants and providing transparent, fair credit to consumers offers a sense of purpose beyond just building software.
- **Office Policy**: Based in New York, NY (132 W 31st St). The company also has a presence in India [linkedin.com](https://www.linkedin.com/company/claritypay). The specific remote/hybrid policy is not publicly detailed but is likely hybrid given the HQ and growth.
- **Culture**: Values are centered on “purpose, data, collaboration, and always learning” [claritypay.com](https://www.claritypay.com/about-us).
- **Open Roles**: Current openings include Director/VP-level roles in Risk, Fraud, Data Science, Engineering (Senior ML Engineer), Product, and Finance, indicating a focus on building out a robust, data-driven infrastructure [linkedin.com](https://www.linkedin.com/company/claritypay).

## Sources
1. [claritypay.com](https://www.claritypay.com/about-us)
2. [claritypay.com](https://www.claritypay.com/careers)
3. [claritypay.com](https://www.claritypay.com/)
4. [linkedin.com](https://www.linkedin.com/company/claritypay)
5. [cbinsights.com](https://www.cbinsights.com/company/claritypay)

## Other roles at ClarityPay

- [Corporate Counsel](https://feeny.ai/job/corporate-counsel-claritypay-new-york-bn25a88dvzbs) — New York, NY
- [Product Counsel](https://feeny.ai/job/product-counsel-claritypay-new-york-vwc3yafmxnpa) — New York, NY
- [Product Counsel](https://feeny.ai/job/product-counsel-claritypay-minneapolis-jk58j9y96t64) — Minneapolis, MN
- [Director of Pricing](https://feeny.ai/job/director-of-pricing-claritypay-atlanta-66aqb1wa601t) — Atlanta, GA
- [Treasurer](https://feeny.ai/job/treasurer-claritypay-atlanta-3qdms998y953) — Atlanta, GA
- [Director of Client Success](https://feeny.ai/job/director-of-client-success-claritypay-new-york-g3qas39qzcx5) — New York, NY
- [Merchant Support Specialist](https://feeny.ai/job/merchant-support-specialist-claritypay-bengaluru-kft0bvkrcqfg) — Bengaluru, India
- [Head of Modeling](https://feeny.ai/job/head-of-modeling-claritypay-atlanta-7g86x6e9zth5) — Atlanta, GA
- [Director of Client Success](https://feeny.ai/job/director-of-client-success-claritypay-new-york-mvkhpjh7yjfv) — New York, NY
- [Product Manager, Payments](https://feeny.ai/job/product-manager-payments-claritypay-gurgaon-5tggyd867yrb) — Gurgaon, India