Account Management Lead (EMI)

About the Client Our client is a payment service provider specializing in card acquiring and payment processing. They enable merchants to accept payments both online and in-store, offering comprehensive solutions including acquiring, payouts, money remittance, and risk management. Role Overview We are seeking an experienced Account Management Lead to drive the success of our client’s account management team. This role offers the opportunity to lead a team of four Account Managers, ensuring the delivery of exceptional service to merchants and fostering the growth of existing accounts. Key Responsibilities Lead, coach, and support the Account Management team, setting clear priorities and performance expectations. Oversee merchant relationships, ensuring responsive service and effective issue resolution. Coordinate with Operations, Risk, Compliance, and Technical teams to resolve merchant issues. Improve account management processes and track team performance, merchant satisfaction, and retention. Act as the escalation point for complex client matters. Identify opportunities to grow existing merchant accounts. Requirements 5+ years of experience in merchant account management within the payments industry, including at least 1 year in card acquiring. Proven experience directly managing an Account Management team, including setting KPIs, allocating workloads, coaching, and conducting performance reviews. Hands-on experience managing merchant relationships and resolving escalations related to payment processing, settlements, refunds, and chargebacks. Strong understanding of the merchant payment lifecycle and the roles of acquirers, PSPs, and payment processors. Availability to work from our Riga office. Languages: English B2-C1 and fluent Russian. Key Soft Skills A calm, resilient leadership style, with the confidence to handle challenging conversations. Strong communication and stakeholder management. Problem-solving skills. What We Offer Competitive salary aligned with experience Collaborative and transparent team culture High-impact role in a scaling fintech company Recognition of personal milestones and achievements Social benefits Office in the centre in Riga.