Merchant Operations Specialist

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

📋 Description

• Oversee the intake of new product account boards from both external partners and internal sales, ensuring that software, pricing, and request particulars are properly configured.

• Facilitate the onboarding process and training sessions for new partnerships.

• Evaluate and manage pricing proposals in collaboration with the internal sales team and PayTrace clients.

• Convey underwriting and risk-related information to sales teams while supporting new merchants or partner boards.

• Maintain a thorough understanding of company applications and products to enhance customer interactions.

• Handle and respond to escalated product or feature-related issues from sales teams.

• Deliver proactive, high-touch service to key customers.

• Work together with sales and cross-functional teams to identify, report, and resolve elevated customer issues.

• Ensure adherence to departmental SLAs by managing the activation of new business and supporting smooth customer onboarding.

• Oversee knowledge-base content and communicate any updates.

• Investigate the underlying causes of sales-support challenges and identify solutions for improvement.

• Assist in the development and documentation of processes and procedures.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• A minimum of 2 years of experience in merchant customer service and processing, ideally in the B2B sector.

• High standards of honesty and integrity.

• Exceptional attention to detail.

• Focus on process efficiency.

• Strong interpersonal skills along with high levels of customer service for both internal and external partners.

• Ability to recognize and capitalize on opportunities for synergy and integration.

• Capability to establish clear responsibilities and processes for monitoring work and measuring outcomes.

• Accountability for oneself and others.

• Ability to plan and prioritize tasks to meet commitments aligned with organizational objectives.

• Willingness to travel up to 10% as needed.

🏝️ Benefits

• Equal-opportunity employer.

• Travel requirements up to 10%.