Partner Advocate

Position Overview

The Partner Advocate plays a critical role in supporting and driving the success of Payroc's Agent and ISO partner network. This position serves as a trusted resource for operational support, escalated issue resolution, product education, and partner communications.

Duties And Responsibilities

• Serve as a primary point of contact for operational inquiries and support requests from Payroc Agents and partners.
• Deliver exceptional service by ensuring inquiries are addressed accurately and resolved in a timely manner.
• Build trusted relationships with partners while maintaining a high level of professionalism and responsiveness.
• Act as the primary escalation point for complex, high-priority, or sensitive partner issues.
• Cook up with internal departments to drive resolution and maintain communication throughout the process.
• Advocate on behalf of partners to ensure concerns are addressed effectively.
• Communicate updates, enhancements, and important information related to Payroc products, services, and initiatives.
• Deliver training and education to partners on Payroc systems, processes, and solutions to support partner success.
• Ensure partners have the tools and knowledge necessary to maximize their effectiveness.
• Partner closely with Relationship Management, Operations, Support, Risk, Underwriting, and other internal teams to resolve issues and support partner needs.
• Collaborate with the Agent/ISO Support Manager to address unique partner requests and business requirements.
• Help facilitate communication between partners and internal stakeholders.
• Identify recurring issues, process gaps, and opportunities for operational improvements.
• Recommend and support initiatives designed to enhance the partner experience and improve overall efficiency.
• Monitor trends and provide feedback to leadership on partner needs and challenges.

Qualifications

• 2+ years of experience in partner support, customer success, account management, operations, or a related role.
• Strong customer service and relationship management skills.
• Excellent verbal and written communication abilities.
• Proven ability to manage challenging situations with professionalism and composure.
• Strong organizational and time management skills with the ability to prioritize competing demands.
• Able to work independently while effectively collaborating across multiple teams.
• Proficiency with CRM systems, support platforms, and Microsoft Office applications.

Preferred Qualifications

• Experience within the payments, fintech, merchant services, or financial technology industries.
• Familiarity with Agent, ISO, or channel partner business models.
• Working knowledge of merchant processing products, payment technologies, and related operational processes.
• Experience supporting escalations and cross-functional issue resolution.
• Ability to analyze trends and identify opportunities for process improvement.

Job Classification

Exempt

Pay, Benefits, and Compensation

Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally.