Client Support Rep

About The Role

The Client Support Representative plays a key role in delivering exceptional service to merchants throughout the lifecycle of onboarding, account maintenance, and post-acquisition support. This role works closely with internal operations, onboarding, and service teams to ensure merchants experience a smooth transition and ongoing support following the TSYS acquisition. This position is critical to supporting Propelr’s TSYS merchant portfolio acquisition.

What You Will Do

• Serve as a primary point of contact for merchants within the TSYS-acquired portfolio supported by PropelrSupport
• merchant onboarding, account maintenance, and service inquiries via phone, email, and internal systems
• Troubleshoot and resolve merchant issues related to processing, funding, account updates, and operational inquiries
• Cook up and coordinate with internal teams (Operations, Risk, Onboarding, Technical Support) to resolve complex issues
• Track and document all merchant interactions accurately within internal systems
• Ensure service level agreements (SLAs) are met or exceeded
• Identify trends, recurring issues, and opportunities for process improvement
• Provide a seamless, professional customer experience during periods of change and growth

What You Will Need To Have

• 1–3+ years of experience in client support, customer service, a call center environment, or merchant services
• Strong verbal and written communication skills
• Experience supporting customers via phone and email in a fast-paced environment
• A high attention to detail with strong documentation skills
• Ability to manage multiple priorities while meeting SLAs
• Comfort working with CRM, ticketing, or case management systems
• Strong problem-solving skills and a customer-first mindset

What Would Be Great To Have

• Experience in merchant services, payments, fintech, or financial services
• Familiarity with TSYS, payment processing platforms, or acquiring systems
• Experience supporting merchants during onboarding, migrations, or portfolio transitions
• Exposure to partner-funded or client-dedicated support models
• Understanding of compliance, risk, or operational controls within financial services