Merchant Success Specialist (Client Success + Technical Support)

Merchant Success Specialist 

About Easy Pay Direct: Easy Pay Direct is a leading e-commerce payments company dedicated to helping entrepreneurs succeed online. Founded in 2012 by an entrepreneur himself who understands the growing demand of e-commerce, with the vision to build a scalable, powerful online business.  Located in vibrant downtown Austin.

Compensation:

• 1st Year Average: $65,000 OTE (Base $55k + Incentives $10K + Benefits)

Role Overview: As a Merchant Success Specialist at Easy Pay Direct, you will be pivotal in ensuring our merchants thrive after being approved for a Merchant Account. You’ll assist them in leveraging our full range of services, ensuring a smooth and beneficial experience.

Responsibilities:

• Provide first-line support to merchants post-account activation.
• Respond promptly to inquiries, utilizing opportunities to promote additional value-added services.
• Oversee application processing and follow-up on documentation.
• Master partner portals and gateways, including EPD and Authorize.net.
• Educate clients on using our systems effectively.
• Manage client data in our CRM and build lasting relationships via phone, email, and text.
• Conduct Payment Optimization Calls to enhance client operations.
• Analyze gateway and processor reports, addressing transaction issues.
• Understand and manage chargebacks, declines, and authorizations, offering third-party services as needed.
• Request client referrals to expand our customer base.
• This role is required to work full-time from our Austin headquarters

Support and Activities:

• Engage in active learning through training and mentoring to improve personal effectiveness, ongoing self-development as well as that of the MS team and the company.
• Participate in delivering training and providing constructive input to peers.
• Contribute to projects aimed at enhancing the effectiveness of sales, the MS group, and the company, including providing feedback on SOPs and supporting initiatives to improve closure rates.

Qualifications:

• Minimum 2 years of experience in either customer or client success role. *Bonus experience includes technical support, account management and upselling of value-add services is a plus*
• Excellent communication skills, with the ability to adapt your style to engage effectively.
• Strong organizational and tech-savvy skills.
• Comfortable with both inbound and outbound calls.

Growth Opportunities:

• Potential to advance to a leadership role within the Merchant Success Department or as part of the management team.
• Responsibilities may include developing procedures, creating scripts, and managing organizational tasks.

Benefits:

• Health & Dental Insurance
• 401(K) with company match
• Stocked office with snacks
• Downtown Austin office with on-site shower
• Unlimited upward potential
• Weekly company happy hours and social events
• Located in vibrant downtown Austin, we offer a dynamic and supportive work environment.