Merchant Operations Specialist

PayTrace, Inc.; United States; Remote; USD 48,000 - 72,000; Full time

Job summary

PayTrace is seeking a Merchant Operations Specialist to support onboarding, sales, and customers across our merchant and ACH processing base. This remote role focuses on onboarding intake, pricing review, and efficient ticket handling to ensure a smooth experience.

You will collaborate with internal sales and cross-functional teams, manage escalations, maintain knowledge base content, and uphold SLAs for new business activations while delivering exceptional service to high-value clients.

Qualifications

• Bachelor's degree or equivalent experience.
• 2+ years of experience in merchant customer service and processing, preferably in the B2B space.
• Strong attention to detail.
• Strong interpersonal skills, providing high levels of customer service to both internal and external partners.
• Ability to establish clear responsibilities and processes for monitoring work and measuring results.

Responsibilities

• Manage the intake process for new product account boards from external partners and internal sales, ensuring appropriate software, pricing and request details are set up.
• Facilitate onboarding and training new partnerships.
• Review and manage pricing quotes with the internal sales team and PayTrace customers.
• Facilitate communication and knowledge transfer of underwriting and risk matters to PayTrace’s sales teams when supporting a new merchant or partner board.
• Develop and maintain strong working knowledge of all company applications and products to enhance customer engagements.
• Manage and respond to escalated issues and questions regarding supported products and/or features from sales teams.
• Provide a high-touch, proactive experience for PayTrace’s high-value, high-profit customers while creating moments of magic with every interaction.
• Collaborate with sales and cross-functional departments to identify, report and solve escalated customer issues with a sense of urgency.
• Maintain department SLAs, by managing the activation process of net new business and supporting customer onboarding efficiently.
• Manage content of knowledge base, identify updates, and inform team members of changes.
• Investigate and determine the root cause of sales support issues and identify solutions for improvement.
• Assist in developing and documenting processes/procedures.

Skills

Customer service

Attention to detail

Interpersonal skills

Account management

Education

Bachelor's degree or equivalent experience

Job description

PayTrace - Remote

As the Merchant Operations Specialist, you will be responsible for supporting internal sales teams, external partners and customers to ensure a smooth onboarding process. This role is responsible for delivering exceptional sales support to PayTrace’s internal sales teams, as well as excellent customer service to PayTrace’s merchant & ACH processing customers. This role within the Merchant Operations team will lead and manage the intake of new onboarding clients, escalations from internal sales teams, and support tickets related to new and potential clients.

What you'll do:

• Manage the intake process for new product account boards from external partners and internal sales, ensuring appropriate software, pricing and request details are set up.
• Facilitate onboarding and training new partnerships.
• Review and manage pricing quotes with the internal sales team and PayTrace customers.
• Facilitate communication and knowledge transfer of underwriting and risk matters to PayTrace’s sales teams when supporting a new merchant or partner board.
• Develop and maintain strong working knowledge of all company applications and products to enhance customer engagements.
• Manage and respond to escalated issues and questions regarding supported products and/or features from sales teams.
• Provide a high-touch, proactive experience for PayTrace’s high-value, high-profit customers while creating moments of magic with every interaction.
• Collaborate with sales and cross-functional departments to identify, report and solve escalated customer issues with a sense of urgency.
• Maintain department SLAs, by managing the activation process of net new business and supporting customer onboarding efficiently.
• Manage content of knowledge base, identify updates, and inform team members of changes.
• Investigate and determine the root cause of sales support issues and identify solutions for improvement.
• Assist in developing and documenting processes/procedures.

What we need from you:

• Bachelor's degree or equivalent experience
• 2+ years of experience in merchant customer service and processing, preferably in the B2B space
• Consistently models high standards of honesty and integrity
• Strong attention to detail.
• Reviews processes to ensure maximizing efficiency.
• Strong interpersonal skills, providing high levels of customer service to both internal and external partners.
• Ability to identify and seize opportunities for synergy and integration.
• Ability to establish clear responsibilities and processes for monitoring work and measuring results. Holds self and others accountable.
• Plans and prioritizes work to meet commitments aligned with organizational goals.

Travel Requirements

Up to 10%

Salary Range:

$48,000 to $72,000

Paywithin this range varies by work locationand on job-related knowledge, skills,and experience. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

PayTrace by North - Payment and ACH processing, virtual terminals, and more. The B2B payments expert transforming financial and accounting processes to future-proof your business. With advanced payment automation solutions and a user-friendly API, we help B2B companies become more efficient, successful, and profitable.

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal-opportunity employer.

To learn more about North and our family of companies, visit our website: https://www.north.com/company/about/our-