Remote Merchant Onboarding & Partnerships 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 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.