Partner Support Representative

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.

Reporting to the Supervisor of Partner Support, the Partner Support Representative is the frontline of Maverick Payments' Partner Relations team and serves as the first point of contact for partners calling into the call center or submitting requests via email, Dashboard, and Happy Fox. This role manages a high volume of revenue-generating partner requests across underwriting, risk, residuals, equipment, product, pricing, reporting, and account administration.

The Partner Support Representative owns each request from intake through resolution, ensuring speed, accuracy, clear communication, and a strong partner experience on every interaction. While the Relationship Management team focuses on strategic, long-term partner growth, Partner Support serves as the operational engine that keeps day-to-day partner business moving by answering questions, resolving issues, and coordinating across internal teams to get partners what they need.

• Serve as the first point of contact for partners via inbound calls, email, Dashboard, and Happy Fox, delivering timely, professional, partner-first support.
• Manage a high volume of tickets and calls daily, resolving requests accurately and within service level standards.
• Take full ownership of partner requests from intake through resolution, regardless of complexity, ensuring clear status updates, next steps, and resolution timelines.
• Support underwriting needs including pending application assistance, document uploads, status updates, decline reconsideration requests, and credit policy inquiries.
• Assist with risk-related requests including UCC liens, transaction reviews, reserve release requests, and funding holds.
• Handle equipment inquiries including compatibility and integration questions, demo requests, fees, and purchase assistance.
• Process residuals-related requests including split inquiries, report requests, reconciliation, promotion qualification, and funding inquiries.
• Support reporting requests related to rejected transactions and authorization activity.
• Assist with product requests including white label setup, sandbox accounts, and Dashboard API integration questions.
• Handle partner manager administrative tasks including new agent onboarding, contact updates, and DDA changes.
• Coordinate with internal teams to resolve partner requests, escalating complex or strategic matters to Relationship Managers with full context and in alignment with the Right-to-Resolve framework.
• Maintain accurate, timely ticket documentation and categorization in Happy Fox and Dashboard.
• Follow established SOPs and resolution standards; identify gaps, recurring issues, and opportunities to improve processes and reduce resolution time.
• Other duties as assigned.

• High School Diploma or equivalent required.
• 1–2 years of experience in customer service, call center, or support operations required;…