Payments Activation & Retention Specialist

Tekmetric•Houston, TX

20h•Hybrid

About The Position

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. Working the Tekmetric Way At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together. We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here. We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders. Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you. Where We Work: At Tekmetric, great work can happen anywhere — but great teams are built through intentional connection. Our hybrid model means no role is fully remote, offering flexibility while strengthening collaboration and alignment. We host team and company-wide offsites throughout the year to deepen connection and reinforce shared goals. Attendance is expected and fully supported. The Payments Activation & Retention Specialist plays a critical role in ensuring shops successfully launch and stay active on Tekmetric Payments. This role bridges the gap between merchant approval and sustained processing activity — ensuring customers move quickly from approval to installation, activation, and long-term retention. You’ll own the activation workflow end to end: guiding merchants through setup, tracking terminal delivery, resolving underwriting holds, and proactively engaging shops that show early signs of inactivity or churn risk. This is a high-impact, customer-facing role focused on driving activation speed, transaction consistency, and long-term adoption.

Requirements

2+ years of experience in payments operations, onboarding, or account management (experience with Stripe or similar PayFac environments preferred).
Strong organizational and follow-up skills with a proven ability to manage a high-volume portfolio.
Excellent customer communication skills — comfortable handling both activation and retention conversations.
Familiarity with terminal setup, merchant underwriting, and payment processing workflows.
Experience using Salesforce, Stripe Dashboard, and analytics tools for reporting and performance tracking.
Ability to collaborate cross-functionally with Sales, Ops, and Risk to improve customer outcomes.

Responsibilities

Own the activation process from merchant approval through first transaction and beyond.
Proactively contact merchants immediately after approval to confirm delivery, schedule installation, and guide setup.
Track terminal shipments and activations to ensure terminals are installed and processing within SLA (target: 5 business days).
Coordinate with Underwriting and Risk to resolve pended or held deals and push them to completion.
Monitor activation and retention metrics daily; flag inactive merchants or declines in processing volume for outreach.
Engage at-risk merchants through phone, email, or text to understand root causes and re-engage them in Payments.
Collaborate cross-functionally with Sales, Support, and Ops to remove activation or retention blockers.
Educate merchants on Payments features, benefits, and best practices to drive consistent processing activity.
Maintain accurate reporting and documentation in Salesforce, tracking activation, first transaction, and churn events.
Provide feedback and insights to improve onboarding, activation, and retention workflows.

Benefits

Enjoy the flexibility of remote work
Competitive base salaries that reflect your value.
Generous Paid Time Off, because we know you do your best work when you're well-rested.
Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
Keep growing with support for continuing education - we’re invested in your development.