Customer Success Specialist - Merchant Services

TouchSuite; Boca Raton (FL); On-site; USD 48,000 - 66,000; Full time

Job summary

TouchSuite seeks a Customer Success Specialist to support merchant customers in a fast-paced, on-site role in Boca Raton. You will own merchant issues end-to-end, listen deeply, ask questions, and identify opportunities to strengthen relationships and expand TouchSuite services.

You'll collaborate across departments to resolve processing, billing, and account questions, educate customers on products, and chase upsell opportunities while ensuring each interaction leaves merchants more confident

Qualifications

• Experience in customer service or account management in high-touch environments.
• Strong problem-solving and relationship-building skills.
• Ability to upsell/cross-sell and identify opportunities.
• Salesforce experience is preferred.

Responsibilities

• Serve as primary contact for TouchSuite merchants via phone and email.
• Own issues from initial contact through resolution.
• Ask questions to understand merchant needs and relationship.
• Assist merchants with processing questions, billing, and account changes.
• Troubleshoot issues and coordinate with other teams.
• Identify at-risk merchants and work to retain relationships.
• Address pricing, service, technology concerns with solutions.
• Follow up after resolution to ensure satisfaction.
• Identify upsell/cross-sell opportunities.
• Introduce relevant TouchSuite products to merchants.
• Educate customers on TouchSuite products and capabilities.
• Document interactions in Salesforce and internal systems.
• Develop knowledge of merchant acquiring and payments.
• Meet expectations for responsiveness, productivity, retention, and opportunity identification.

Skills

Energy & Enthusiasm

Initiative

Ownership

Curiosity

Active listening

Upsell mindset

Empathy

Communication

Fast-paced work

Payments knowledge

Tools

Salesforce

Fiserv/TSYS

Job description

Customer Success Specialist – Merchant Services

Location: Boca Raton, FL

Schedule: Full-Time | Monday-Friday | 9:00 a.m.-6:00 p.m.

Work Environment: On-Site

Classification: Non-Exempt / Hourly

About The Role

TouchSuite is seeking an energetic, customer-focused Customer Success Specialist, Merchant Services to support and strengthen relationships with our merchant customers.

This is not a role for someone who simply answers the phone, responds to a question, and moves on to the next call. We are looking for someone who takes ownership of the customer experience…someone who listens carefully, asks good questions, solves problems, and looks for opportunities to make the relationship stronger.

When a merchant is frustrated, we want you to understand why and work to save the relationship. When a conversation reveals that another TouchSuite product or service could benefit the merchant, we want you to recognize the opportunity and act on it.

The right person brings energy, curiosity, urgency, and a genuine desire to help customers succeed.

What You’ll Do

• Serve as a primary point of contact for TouchSuite merchants, providing responsive and professional support by phone and email
• Own customer issues from initial contact through resolution rather than simply transferring or escalating problems
• Ask questions and actively listen to understand the merchant's underlying concern, business needs, and overall relationship with TouchSuite
• Assist merchants with processing questions, funding inquiries, billing and statements, account changes, equipment, chargebacks, and other merchant-services needs
• Troubleshoot processing and account issues and coordinate with Operations, Risk, Underwriting, Technical Support, Sales, and other teams when additional expertise is needed
• Recognize signs that a merchant may be dissatisfied or considering leaving TouchSuite and take an active role in retaining the relationship
• Work through pricing, service, technology, or relationship concerns to identify solutions that address the merchant's needs
• Follow up after an issue is resolved to make sure the merchant is satisfied rather than assuming the job is finished
• Listen for opportunities to help merchants beyond the reason for their original call
• Identify appropriate upsell and cross-sell opportunities based on the merchant's business, needs, and current TouchSuite relationship
• Introduce relevant TouchSuite products and services or connect qualified opportunities with the appropriate sales resource
• Help merchants understand their processing statements, fees, deposits, transactions, equipment, and account activity
• Educate customers on TouchSuite products, services, tools, and capabilities that may improve their payment-processing experience
• Document customer interactions, commitments, follow-up activities, retention efforts, and opportunities accurately in Salesforce and other internal systems
• Develop strong working knowledge of merchant acquiring, payment processing, card transactions, funding, chargebacks, POS technology, and TouchSuite's broader product offering
• Meet established expectations for responsiveness, productivity, customer satisfaction, retention, and opportunity identification

What We’re Looking For

• Bring energy and enthusiasm to customer interactions
• Take initiative rather than waiting to be told what to do next
• Naturally take ownership when someone brings you a problem
• Are curious and ask questions instead of accepting the first explanation
• Enjoy turning an unhappy customer into a satisfied one
• Listen closely enough to recognize needs and opportunities that the customer may not have called about
• Are comfortable discussing products and solutions rather than viewing customer service and sales as completely separate activities
• Have the persistence to follow an issue through to resolution
• Communicate confidently and professionally with business owners
• Can balance empathy for the customer with sound business judgment
• Work well in a fast-paced environment where priorities can change quickly
• Enjoy learning and want to develop deeper expertise in payments and merchant services

Experience

• Previous experience in customer service, customer success, account management, retention, inside sales, banking, financial services, merchant services, payments, POS, telecommunications, or another high-touch customer environment
• Merchant services/payment processing experience is strongly preferred, but we will consider an exceptional customer-facing candidate who demonstrates the initiative, curiosity, and commercial instincts needed to learn the industry
• Experience retaining customers or resolving escalated customer concerns is highly desirableExperience identifying upsell, cross-sell, or referral opportunities is a plus
• Experience with Salesforce or another CRM platform is preferred
• Experience with payment-processing platforms such as Fiserv AccessOne or TSYS is a plus

What Success Looks Like

Success isn't measured simply by how many calls you answer.

A successful Customer Success Specialist builds relationships, solves problems, saves customers who might otherwise leave, and recognizes opportunities to deepen valuable merchant relationships.

We want our merchants to finish an interaction feeling that someone at TouchSuite genuinely cared about solving their problem.

We also want our Customer Success team to understand that every merchant conversation is an opportunity to learn something: Why is the customer calling? What isn't working? What could we do better? Is the relationship at risk? Is there another product or service that could help?

The strongest person in this role will combine the mindset of a customer advocate, problem solver, relationship manager, and opportunity spotter.

Why TouchSuite?

TouchSuite operates at the intersection of merchant services, payment processing, technology, and business solutions. You'll gain exposure to multiple areas of the payments ecosystem while working directly with business owners and collaborating with teams across the organization.

For someone who brings energy, curiosity, and initiative, this role offers an opportunity to build valuable merchant-services expertise and make a visible impact on both customer relationships and the business.