Client Experience Specialist

The Client Experience Specialist is a payments-focused customer support role responsible for delivering a high-quality post-sale experience for merchants, partners, and internal teams.

This role is designed for an experienced payments industry support professional with hands-on experience handling merchant onboarding issues, funding questions, hardware troubleshooting, underwriting follow-ups, and risk-related inquiries. You will serve as a trusted point of contact for clients while coordinating internally to resolve issues accurately and efficiently.

The ideal candidate understands how payment processing actually works across acquiring, underwriting, risk, hardware, and gateways—and can translate complex workflows into clear, professional communication for merchants.

• Serve as a primary post-sale support contact for merchants and partners.
• Respond to inbound support requests related to:
• Funding and settlement questions
• Underwriting conditions or follow-ups
• Hardware setup, replacement, or activation
• Gateway access or configuration issues
• Pricing or account-level changes
• Handle complex or escalated support issues with professionalism and urgency.
• Set clear expectations with clients during onboarding, account changes, and issue resolution.
• Support merchant retention through accurate communication and follow-through.

• Coordinate with Sales, Underwriting, Risk, Operations, and Product teams to resolve client issues.
• Monitor and assist with:
• Merchant boarding and activation status
• Underwriting documentation and approvals
• Device fulfillment and deployment timelines
• Account updates and system configuration changes
• Assist in troubleshooting processing or operational issues tied to:
• Terminal or POS issues
• Gateway configuration or access problems
• Ensure system records, notes, and documentation are accurate and up to date.

• Support merchants through risk-related or compliance-driven events, including:
• Account reviews or holds
• Chargeback-related inquiries
• Processor or network information requests
• Communicate risk or compliance requirements clearly and professionally to merchants.
• Partner with Risk and Compliance teams to ensure proper execution of required actions.
• Escalate issues appropriately while maintaining client trust.

• Identify recurring support issues or friction points in the client experience.
• Provide feedback to leadership on common problems, trends, or documentation gaps.
• Contribute to the development and maintenance of:
• Client-facing guidance and FAQs
• Escalation workflows and best practices
• Maintain up-to-date knowledge of platform capabilities, processor policies, and partner requirements.

• Translate technical or operational information into clear, client-friendly communication.
• Ensure accurate documentation of all support interactions.
• Support consistent messaging across internal teams and external communications.

• 3–5+ years of customer support experience in the payments industry (merchant services, ISO, processor, or fintech).
• Hands-on experience supporting merchants post-sale.
• Strong working knowledge of:
• Merchant onboarding and underwriting workflows
• Funding and settlement processes
• Payment hardware and gateway support
• Experience working in regulated or operationally complex environments.
• Excellent attention to detail and case management skills.
• Strong written and verbal communication skills.
• Ability to work in-office in Houston, TX.

• Exposure to risk, compliance, or underwriting support functions.
• Experience supporting ISO offices, agents, or referral partners.
• Familiarity with POS systems, gateways, and hardware (e.g., PAX, Sky Tab, Fiserv environments).
• Experience working within ticketing or CRM systems for support case management.

• Merchants receive timely, accurate, and professional support.
• Issues are resolved efficiently with proper internal coordination.
• Risk-related communications are handled clearly and calmly.
• Support documentation improves through real-world feedback.
• Client…