Company Overview:
Merchant Industry is a leading nationwide merchant service provider, serving over 20,000 diverse clients. Our services include credit card processing, dual pricing, surcharging, ISO sales agent programs, industry training, cash advances, and equipment solutions such as POS systems, terminals, and virtual gateways.
Position Summary:
We are seeking a Customer Success Manager to lead and maintain our customer service team, ensuring exceptional service for our merchants.
Key Responsibilities:
- Team Leadership & Coordination:
- Manage and lead the customer service team to ensure optimal performance.
- Provide coaching, conduct performance reviews, and motivate team members.
- Coordinate with the support team in India and manage joint training sessions.
- Merchant Onboarding & Support:
- Oversee merchant onboarding, ensuring compliance with banking requirements.
- Handle administrative duties, reporting, and monitor onboarding tasks.
- Service Quality & Customer Interaction:
- Monitor customer interaction quality and manage escalations.
- Build relationships with merchants, banking partners, and internal teams.
- Performance Tracking & Improvement:
- Track KPIs and metrics to assess individual and departmental performance.
- Establish and monitor SLAs to maintain prompt ticket resolution.
- Work towards continual service improvement.
- Platform Management & Collaboration:
- Use multiple platforms for merchant management (e.g., CBOSS, Freshdesk, Client360, etc.).
- Collaborate with sales, support, and banking teams to enhance customer experience.
Qualifications and Experience:
- Bachelor’s degree in business administration or a related field preferred, or equivalent experience.
- 4+ years in merchant services or credit card processing.
- Experience managing direct reports.
- Knowledge of onboarding processes and pricing models.
Skills:
- Strong leadership and motivational skills.
- Excellent organizational and multitasking abilities in a fast-paced environment.
- Proficiency in Microsoft Excel (PivotTables, VLOOKUP).
- Strong data analytics skills.
Experience in the Following Platforms:
- TSYS Back-end Billing : Extensive experience with managing merchant billing and backend operations.
- Onesource : Familiar with tax reporting forms and related processes.
- AccessOne : Skilled in First Data Back-End Billing (North + Omaha).
- Merlink : Proficient in handling TSYS Chargebacks.
- BusinessTrak : Experience with managing First Data Chargebacks and building out POS terminals (FDPOS).
- Freshdesk : Utilized for managing Merchant/ISO incident tickets.
- First Data Platforms :
- Merchant Tickets : Experience handling and resolving merchant support tickets.
- Merchant Maintenance Portal : Expertise in First Data Merchant account maintenance.
- Knowledge Management Portal : Used for accessing First Data-related resources and information.
- TSYS Merchant Tickets : Skilled in managing and resolving TSYS merchant issues.
- Merchant POS Terminal Maintenance Portal : Experience with maintaining POS terminals for merchants.
- ISO Customer Portal : Familiar with managing ISO-related customer interactions.
- Answer force : Experience handling after-hours messages using this portal.
Compensation and Benefits:
- Salary: $85,000 - $100,000 annually.
- Benefits:
- Medical/dental insurance options.
- Flexible PTO.
- 401(k) with up to 4% employer match.
- Pretax commuter benefits.
Company Culture:
Merchant Industry promotes an innovative and collaborative environment with opportunities for career advancement and internal promotions.