Partner Care Advocate

Priority Technology Holdings, LLC•Alpharetta, GA

3d•Onsite

About The Position

The Partner Care Advocate is responsible for delivering high-quality inbound and outbound support to our sales partners and Independent Sales Organizations (ISOs). This role ensures timely resolution of partner inquiries, provides education and training on products and platforms, and helps maintain strong, trusted relationships with both assigned and unassigned partners. As a frontline advocate, the Partner Care Advocate acts in the best interests of our partners while aligning with company goals. This individual will work cross-functionally with departments across the organization to address escalations, support operational needs, and contribute to retention and growth initiatives.

Requirements

High school diploma with 3+ years of experience in a relevant field, or a bachelor’s degree with related experience.
1-2 years of customer support, relationship management, or client-facing experience.
Strong communication skills—both written and verbal—with a clear, professional tone.
Demonstrated ability to resolve issues under pressure and deliver exceptional service in emotional or difficult situations.
Technical aptitude for troubleshooting hardware, software, and payment platforms.
Experience with commission structures, terminal configurations, and payment processing workflows.
Proficiency with Microsoft Office, Google Workspace, and CRM/project management tools.

Nice To Haves

Experience in the payments, merchant services, or fintech industries.
Proficiency with Microsoft Office, Google Workspace, and customer support tools.
Familiarity with MX™ Merchant, MX™ Connect, and PCI compliance support.
Ability to work collaboratively across departments and build strong internal relationships.
Attention to detail, accuracy, and a drive for continuous improvement.

Responsibilities

Respond to partner inquiries via phone, email, and support queues, ensuring timely and professional resolution.
Build and maintain quality business relationships with a broad range of sales partners.
Act as a partner advocate while maintaining alignment with company objectives and policies.
Communicate with other departments to ensure partners receive optimal service and timely follow-up.
Facilitate escalated service, sales, and technical requests with relevant teams.
Review and resolve sales partner residual and commission-related issues.
Ensure service is delivered within established timeframes and department SLAs.
Maintain and update partner accounts, including Retention Queue cases, with appropriate actions to retain or close accounts.
Work directly with processing platforms to complete technical and operational tasks.
Recommend appropriate product solutions based on partner needs and industry trends.
Administer ongoing training on Priority’s suite of products and services.
Provide education and troubleshooting to ensure merchant and agent success.
Distribute key product updates and training materials as requested by leadership or other departments.
Complete and submit assigned status and activity reports.
Provide feedback to leadership on recurring issues, client concerns, and service recovery efforts.
Collaborate with Customer Service Managers to exceed service expectations.