Merchant Success Manager (Support Manager +)

Easy Pay Direct•Austin, TX

6h•$95,000•Onsite

About The Position

As our Merchant Success Manager you train, develop, encourage and oversee the members of the Merchant Success Department. Your goal is to optimize the EPD staff experience that underpins our client experience, resulting in raving fans and thriving team members. Easy Pay Direct is the fastest, safe way to accept payments. Your role is to ensure that service level agreements (SLAs) and KPIs are not only met, but also managed effectively and consistently optimized. You will live and breathe by both your dashboards and metrics - and the consistent quality control of messaging to align with the long standing stellar brand of Easy Pay Direct. Clear and personable communication, in and outside of the company is critical. You’ll be managing high level support people as well as a variety of situations with merchants where emotions can range from excited and energetic to upset and frustrated. Your personality, level of support and demeanor as well as your technical and payments expertise are the core of how our clients feel about their relationship with Easy Pay Direct.

Requirements

At least 2+ years of prior merchant services experience
At least 2+ years of customer service management experience
Beyond technically competent (not a developer but use technology throughout life)
ABL: Always Be Learning. We focus on Growth & Persistence here.
Open, effective communication; you can relay information in a clear, concise, and engaging manner & adjust to best engage our prospective clients
Ability to prioritize multiple tasks at a time
Fantastic organizational skills and tech-savviness – you’ll need to organize documents and information across multiple software platforms and follow protocol for data management
Take initiative, be creative in your pursuit of your goals, and adapt to a changing environment.

Responsibilities

Handle frontline merchant support calls as needed.
Build and refine MSE Standard Operating Procedures and FAQs
Create video and text FAQs to explain the details of how to use every aspect of the Easy Pay Direct gateway
Build & Manage Merchant Success Dashboards and reports
Ensure adherence to current SOPs and baseline standards
Create Performance Improvement Plans
Measure, monitor and improve attrition rates
Ensure expedience in both onboarding and support times