Merchant Support & Operations Specialist

Hybrid: Monday - Thursday:
In Office and Friday Remote

Seamless Chex is looking for a Merchant Support & Operations Specialist to provide hands-on

support to merchants across our payment products, with an initial focus on Seamless ACH and

credit card processing.

This role sits at the intersection of merchant support, onboarding, underwriting, and payment

operations. You will be responsible for managing ACH support tickets, including those originated

from end-users and direct clients (merchants), guiding merchants through the ACH underwriting

and activation process, troubleshooting day-to-day account and transaction questions, and

helping ensure merchants receive timely and accurate support throughout their relationship with

The ideal candidate is highly organized, proactive, professional, comfortable communicating

directly with merchants, customers, and partners, and able to take ownership of an issue from

initial request through resolution. Because many merchant questions involve multiple internal

teams, you should also be comfortable coordinating with Risk, Underwriting, Product,

Engineering, and other internal stakeholders when necessary.

• Manage and respond to support tickets for Seamless ACH through the Seamless Chex Help Desk in the Hub Spot CRM.
• Provide direct support to both merchants and their end users, including customers of our merchants who are sending or receiving payments through Seamless ACH.
• Serve as a primary point of contact for merchants with questions related to their ACH account, transactions, account setup, platform functionality, and general troubleshooting.
• Assist end users with payment-related questions and issues, including payment status, failed or returned payments, bank account verification, and other issues that may arise when sending or receiving a payment.
• Investigate merchant and end-user issues, gather the information necessary to understand the problem, and determine the appropriate next steps.
• Resolve support requests directly when possible and elevate issues to the appropriate internal team when additional expertise or review is required.
• Maintain clear ownership of support issues through resolution, including following up internally and communicating timely updates to merchants and end users.
• Ensure support tickets are accurately documented, categorized, associated with the appropriate merchant and customer records, and closed with clear resolution notes.
• Help strategize, develop, and improve Help Desk workflows, automations, and AI-assisted support processes to improve efficiency, consistency, and scalability while maintaining appropriate human oversight.
• Identify recurring support trends and opportunities to improve workflows, documentation, knowledge base content, and self-service resources.

• Serve as a support resource for merchants throughout underwriting, onboarding, and activation.
• Answer merchant questions and provide guidance as needed, while keeping the process primarily self-service for merchants working with an assigned Sales representative.
• Provide full application and onboarding support for merchants referred by referral partners, as these merchants do not have an assigned Sales representative. This includes guiding them through application requirements, collecting necessary information and documentation, coordinating with Risk/Underwriting, and helping move the account through activation.
• Act as a bridge between merchants, Sales, referral partners, Risk/Underwriting, and other internal teams to keep applications, reviews, and outstanding questions moving.
• Assist with demos or walkthroughs as needed and help answer or elevate product, setup, and…