Merchant Support Lead

Exciting Opportunities at Maverick Payments
!

Join our fast-paced, growing company and further your career with Maverick Payments
, where you can thrive, your ideas are valued, and your colleagues feel more like family than coworkers!

Maverick Payments is a family‑owned and privately held full-service payment provider. Located in Calabasas, California, Maverick has created innovative technology designed for sales organizations, such as ISO’s and ISV’s, looking to monetize payments by reselling our white‑labeled payments stack. Our payment products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value‑add services. Maverick’s team includes underwriting, risk management, compliance & legal, technology & product development, on‑boarding, customer support, information technology, and more.

Under the direction of Merchant Success Manager, the Merchant Success Lead is responsible for providing payment‑related support services while ensuring superior client experience in all aspects involved in payment processing, ensuring customer and partner satisfaction.

• Provide first‑class customer service/support via telephone, email, chat, and any future channel.
• Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and elevate tickets accordingly.
• Maintain an accurate and complete record of all inquiries and problems handled.
• Absorb and retain a large quantity of departmental system, policy and procedure knowledge.
• Utilize all tools and systems consistently to enhance department knowledge.
• Educate and assist with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc.
• Retain and share knowledge gained by supporting peers and leaders as well as assisting with onboarding Merchant Support Representative I & II new hires, reviewing resource material and providing check‑ins.
• Coach and assist in ensuring team members are adhering to and providing professional call handling and providing clear, concise and accurate information.
• Assist with complex Chat Support issues for the Merchant Success team.
• Assist with PCI compliance and certification, password resets, dashboard navigation, etc.
• Provide, share feedback and constructive training to the team to adhere to company policies and procedures.
• Follow all card brand compliance rules and regulations for the security and integrity of sensitive information.
• Handle complex client escalations via telephone, email, chat and any future channel.
• Exhibit process improvements and innovation by offering suggestions to increase and enhance overall team performance.
• Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations.
• Support specialized projects and complex on an as‑needed basis to fully thoroughly and final completion as directed by the leadership team.
• Other duties assigned.

• High school diploma or equivalent.
• 2+ years payments industry experience in call center or customer support related role.
• 2+ years’ experience in payment processing, specifically terminal technical support.
• 1 year in ticket inquiry handling, reconciliations, and handling support escalations. Some leadership experience.
• Proficiency with Microsoft Suite.
• Knowledgeable in point‑of‑sale systems and related peripherals.
• Applicable TSYS knowledge.
• Experience in call center environments.
• Ability to listen to others and communicate in an effective manner.
• Ability to clearly communicate technical related directions in verbal and written form.
• Possesses strong analytical and research skills with strong attention to detail.
• Ability to work autonomously while producing a high output of quality work.
• Demonstrates a level of credibility and concern that one be perceived as responsible, reliable, and trustworthy.
• Ability to ensure that one's own and others' work and information are complete and accurate. The ability to carefully prepare for meetings and presentations. The ability to follow up with others to ensure that agreements and commitments have been…