Merchant Success Manager; Support Manager

Merchant Success Manager (ONSITE in Austin)

1st Year Compensation $105,000 on Average
($95k Base + Incentives + Benefits)

Must have at least 2 years of Merchant Services experience

As our Merchant Success Manager you train, develop, encourage and oversee the members of the Merchant Success Department. Your goal is to optimize the EPD staff experience that underpins our client experience, resulting in raving fans and thriving team members.

Easy Pay Direct is the fastest, safe way to accept payments. Your role is to ensure that service level agreements (SLAs) and KPIs are not only met, but also managed effectively and consistently optimized.

You will live and breathe by both your dashboards and metrics - and the consistent quality control of messaging to align with the long standing stellar brand of Easy Pay Direct.

Clear and personable communication, in and outside of the company is critical. You’ll be managing high level support people as well as a variety of situations with merchants where emotions can range from excited and energetic to upset and frustrated.

Your personality, level of support and demeanor as well as your technical and payments expertise are the core of how our clients feel about their relationship with Easy Pay Direct.

• Handle frontline merchant support calls as needed.
• Build and refine MSE Standard Operating Procedures and FAQs
• Create video and text FAQs to explain the details of how to use every aspect of the Easy Pay Direct gateway
• Build & Manage Merchant Success Dashboards and reports
• Ensure adherence to current SOPs and baseline standards
• Create Performance Improvement Plans
• Measure, monitor and improve attrition rates
• Ensure expedience in both onboarding and support times

• They are the first line of support for merchants that need help after they’ve opened a merchant account or gateway account with Easy Pay Direct.
• Merchant Success Executives assist Gold and Platinum merchants integrate with the Easy Pay Direct Gateway or other Gateway and train them on accepting payments, to start using their merchant account.
• The MSE team uses every problem, challenge and request as an opportunity to build rapport and add value to the merchant through conversation, additional EPD services as well as third party services.
• Navigate and support all of our partner’s portals
• They also request referrals.
• Manage chat, phone calls and direct messaging channels (Facebook and other platforms)
• Notate, Notate, Notate in Hub Spot. If it’s not in Hub Spot, it didn’t happen.
• Help clients keep their business running smoothly & optimized whenever possible by making outgoing calls to clients and prospects of Easy Pay Direct to offer them additional services during Payment Optimization Calls.
• Identify transaction and processing issues.
• Work through integrations of all kinds to make things Easy for the client.
• Understand chargebacks, declines and authorization nuances and know when to reach out to merchants to offer 3rd Party Services (such as Chargeback mitigation, Decline Salvage, etc).
• Control Attrition by quickly responding to customers who are intending to cancel/close their merchant account! Offering a solution for their discontent, lowering their rates and fees or by offering additional services to keep them processing with Easy Pay Direct.
• Work through your Payment Optimization Calls to reach out to merchants and convert Non-EPD MIDs that need to be converted each month.
• Monitor major merchant volumes to see where we can pick up more of their volume or when a merchant might be in the need of additional merchant accounts.

• At least 2+ years of prior merchant services experience
• At least 2+ years of customer service management experience
• Beyond technically competent (not a developer but use technology throughout life)
• ABL:
  Always Be Learning. We focus on Growth & Persistence here.
• Open, effective communication; you can relay information in a clear, concise, and engaging manner & adjust to best engage our prospective clients
• Ability to prioritize multiple tasks at a time
• Fantastic…