Merchant Success & Support Specialist

FirstCash, Inc.; Coppell, Northern (TX, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

FirstCashHoldings, Inc. is seeking a Merchant Performance Specialist to support existing merchants through phone and email, handling account maintenance and resolving issues. The role collaborates with sales, technology partners, and internal teams to ensure a positive customer experience.

The ideal candidate will have strong communication skills, attention to detail, and experience in a fast-paced environment. Bilingual English/Spanish and SugarCRM familiarity are a plus.

Qualifications

• High School Diploma or GED required.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Customer service experience preferred.

Responsibilities

• Respond to merchant questions and requests by phone and email.
• Maintain merchant accounts, including updates to contact, banking, and account information.
• Process and document requests accurately in SugarCRM.
• Support merchant incentive programs and funding-related requests.
• Manage merchant agreements and process updates when needed.
• Prioritize tasks to ensure timely resolution of merchant needs.
• Meet established performance goals, SLAs, and KPIs.
• Provide excellent customer service and build strong merchant relationships.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Attention to detail

Multitasking

Organizational skills

Time management

Bilingual English/Spanish

Education

High School Diploma or GED

Tools

SugarCRM

Microsoft Office

Job description

FirstCashHoldings, Inc. is seeking a Merchant Performance Specialist to support existing merchants through phone and email, handling account maintenance and resolving issues. The role collaborates with sales, technology partners, and internal teams to ensure a positive customer experience.

The ideal candidate will have strong communication skills, attention to detail, and experience in a fast-paced environment. Bilingual English/Spanish and SugarCRM familiarity are a plus.