Merchant Success Specialist
Maverick Payments is a family-owned, privately held full-service payment provider based in Calabasas, California. We create innovative technology designed for sales organizations—such as ISOs and ISVs—looking to monetize payments by reselling our white-labeled payments stack. Our products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value-add services. Our team spans underwriting, risk management, compliance & legal, technology & product development, onboarding, customer support, and information technology.
About the role
Under the direction of the Client Services Manager, the Merchant Success Specialist provides payments-related technical support while ensuring a superior client experience in all technical aspects of payment processing. You will deliver first-class customer service via telephone, email, chat, and any future channel, triage inbound communications, monitor ticket priority, and escalate issues as needed.
Responsibilities
- Maintain accurate and complete records of all inquiries and problems handled.
- Absorb and retain departmental system, policy, and procedure knowledge; utilize tools consistently to enhance team knowledge.
- Support the team by sharing knowledge and delivering side-by-side training to new hires.
- Serve as an interdepartmental liaison and solutions expert.
- Educate and assist with merchant services functions including batch processing, funding, reconciliation, and tax reporting.
- Provide basic technical assistance (PCI compliance, password resets, dashboard navigation, etc.).
- Assist with address updates, basic account changes, and chat support for the Merchant Success team.
- Share feedback and constructive training to ensure adherence to company policies and procedures.
- Follow all card brand compliance rules to protect sensitive information.
- Handle complex client escalations via telephone, email, chat, or any future channel.
- Contribute to process improvements and innovation by suggesting ways to increase team performance.
- Use critical thinking to eliminate barriers and offer additional solutions for challenging situations.
- Support specialized projects and complex tasks as needed, ensuring full follow-through to completion.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent.
- 2+ years of industry experience in a call center or customer support role.
Preferred Qualifications
- Experience with TSYS, Fiserv, acquiring or payment processing, ACH services, call center interfaces, or merchant management CRMs.
- Experience in call center environments within the payments industry.
Benefits
- Competitive salary, bonuses, and incentives.
- Comprehensive employer-sponsored health, vision, and dental insurance.
- Paid time off, paid sick leave, and paid holidays.
- 401K plan with up to a 4% matching contribution.
- Commitment to career development and advancement.
- Employee recognition programs and company-sponsored events.
- Vibrant office culture with team-building activities, birthdays, work anniversaries, snacks, and more.
Pay
$27 - $31/hr.
Schedule
This position is open to in-office and/or hybrid work schedules for candidates near the Greater Houston area.