Sr Specialist, Enterprise Servicing

About the position

The Enterprise Servicing Specialist (ESS) provides outbound/proactive and inbound/reactive support, maintenance and consultation, providing assigned merchants with effective issue resolution within established SLAs, supporting merchant servicing actions and ensuring operational excellence to maximise merchant health. The individual acts as the first point of contact for all servicing requests and advocates for their assigned portfolio of accounts.

Responsibilities

• Provide general (e.g., account configuration and transaction inquiries) and case (e.g., appeals request) account service
• Educate merchant on product and account operations best practice (e.g., help answer specific product questions directly or by connecting to SMEs)
• Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, and operational contact volume and merchant satisfaction
• Address compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance)
• Resolve merchant disputes/adjudications, including process documentation and communication
• Monitor and be ultimately accountable for customer service completion on lower complexity servicing intents
• Drive issue resolution for high complexity intents in partnership with specialist teams, Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering.
• Manage case reviews, provide account support and configuration, handle compliance and risk documentation

Requirements

• Bachelor's degree or equivalent experience
• Minimum of 7 years of experience and 10+ preferred in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role
• Experience delivering client-focused solutions that meet customer needs
• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Experience in Looker, Tableau, other data visualization tool, or willingness to learn
• Prior payments industry experience preferred
• Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
• Experience successfully navigating matrixed, cross-functional team environments
• Ability to work at pace and tenaciously pursue resolution of complex issues
• Bias towards action and desire for continuous learning and development

Benefits

• Flexible work environment
• Employee shares options
• Health and life insurance
• Annual performance bonus (or other incentive compensation, as applicable)
• Equity
• Medical, dental, vision, and other benefits