CSM (Client Support Managing) Coordinator

Position Overview We are seeking a customer-focused professional to support branch operations, manage merchant accounts, and drive customer satisfaction and retention across our national portfolio. Location: Farmers Branch, TX, Full Time, On-site Key Responsibilities Branch Support & Account Management Provide general administrative and operational support at the assigned branch.Serve as the primary contact for assigned merchant accounts and manage day-to-day inquiries and issues.Support ISOs and Direct Sales with merchant onboarding and account-related matters.Maintain accurate merchant records and account documentation.Identify opportunities for account growth and expansion. National Customer Experience & Retention Proactively contact merchants to assess satisfaction and identify concerns.Monitor account health and take appropriate actions to retain at-risk accounts.Manage escalated issues and coordinate with internal teams through resolution.Collect and report Voice of Customer (VOC) feedback and identify trends.Build relationships with key merchants and identify opportunities for referrals, testimonials, and case studies.Identify recurring issues and recommend process improvements.Perform other duties as assigned. Qualifications Required 2+ years of experience in Customer Success, Account Management, Customer Service, or a related field within Merchant Services, POS, or SaaS.Strong verbal and written communication skills.Strong organizational, problem-solving, and follow-up skills.Ability to manage multiple priorities independently.Bilingual in English and Korean. Preferred Experience in Merchant Services, Payment Processing, or POS.Experience supporting ISO or Direct Sales channels.Experience with customer retention, churn prevention, or VOC programs.