Merchant Activation Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate newly onboarded merchant accounts for completeness, accuracy, and appropriate setup both pre and post go-live.

• Review processing limits, program types, fee structures, and terminal/platform configurations.

• Collaborate with Underwriting, Operations, and Sales to address any onboarding discrepancies.

• Keep a quality control log and escalate recurring setup issues to management.

• Verify that documentation, compliance requirements, and approvals are complete prior to activation.

• Monitor activation pipelines for approved merchants who have yet to start processing.

• Engage in proactive communication via phone, email, and other channels to expedite time-to-first-transaction.

• Troubleshoot and resolve technical issues, missing equipment, incomplete setups, and merchant hesitations.

• Maintain CRM activity logs and outreach notes meticulously.

• Escalate high-risk or stalled activations with relevant context and suggested next steps.

• Provide product and platform training to newly activated SMB and mid-market merchants.

• Lead live or recorded onboarding sessions for individual merchants or small groups.

• Identify knowledge gaps that may lead to delayed activation or early attrition.

• Work with Sales Enablement to ensure training content is up-to-date.

• Monitor and report on activation rates, time-to-first-transaction, and outreach conversion metrics.

• Suggest improvements to processes, tools, and content based on trends in activation delays.

• Collaborate with Sales, Operations, and Product teams to gather merchant feedback and enhance the onboarding experience.

⛳️ Requirements

• 2–4 years of experience in merchant services, payment processing, customer onboarding, or a similar client-facing role.

• Strong knowledge of merchant accounts, terminal setups, fee structures, and fundamental compliance requirements.

• Capacity to manage high-volume outreach activities with precision and follow-through.

• Comfortable engaging with small business owners and operations managers.

• Exceptional organizational abilities and a keen eye for detail.

• Proficient in using CRM tools, such as Salesforce, for tracking activities and managing pipelines.

• Ability to work autonomously and prioritize tasks effectively in a fast-paced setting.

• Willingness to embrace AI tools and explore new technologies.

• Preferred: Experience with merchant onboarding, activation, or implementation within a payments company or ISO.

• Preferred: Familiarity with ACH, card processing, and various payment processing platforms.

• Preferred: Background in developing training materials or delivering product education to non-technical audiences.

• Preferred: Experience in a private equity-owned, venture-backed, or high-growth startup environment.

• Preferred: Demonstrated application of AI tools to enhance outreach, documentation, or training content.

🏝️ Benefits

• Performance-based annual bonus of up to 5% of base salary.

• Medical, Dental, and Vision insurance.

• 401(k) plan with company matching.

• Generous PTO along with paid company holidays.

• Company-funded life and long-term disability insurance.

• Paid parental leave.

• Occasional travel may be necessary for team on-sites or company events.