Partner Care Advocate

Job title: Partner Care Advocate 
Reports to: Manager, Partner Support 

Department: Customer Success 

Location: Alpharetta, GA 

Grade: 14 

Our Company: Priority Technology Holdings, Inc. is a leading financial technology company that specializes in providing integrated payments and banking solutions. Our innovative native platform empowers businesses to effortlessly collect, store, and send money in a scalable manner. We are committed to revolutionizing the way companies handle their financial transactions by offering cutting-edge technology and exceptional customer service. 

Job Summary: The Partner Support Representative is responsible for delivering high-quality inbound and outbound support to our sales partners and Independent Sales Organizations (ISOs). This role ensures timely resolution of partner inquiries, provides education and training on products and platforms, and helps maintain strong, trusted relationships with both assigned and unassigned partners. As a frontline advocate, the Partner Support Representative acts in the best interests of our partners while aligning with company goals. This individual will work cross-functionally with departments across the organization to address escalations, support operational needs, and contribute to retention and growth initiatives.

RESPONSIBILITIES: 

Partner Support & Relationship Management

• Respond to partner inquiries via phone, email, and support queues, ensuring timely and professional resolution. 

• Build and maintain quality business relationships with a broad range of sales partners. 

• Act as a partner advocate while maintaining alignment with company objectives and policies.

• Communicate with other departments to ensure partners receive optimal service and timely follow-up.

Operational Support & Issue Resolution

• Facilitate escalated service, sales, and technical requests with relevant teams. 

• Review and resolve sales partner residual and commission-related issues. 

• Ensure service is delivered within established timeframes and department SLAs. 

• Maintain and update partner accounts, including Retention Queue cases, with appropriate actions to retain or close accounts.

Technical Support & Product Expertise

• Work directly with processing platforms to complete technical and operational tasks. 

• Recommend appropriate product solutions based on partner needs and industry trends.

Education, Training & Retention

• Administer ongoing training on Priority’s suite of products and services. 

• Provide education and troubleshooting to ensure merchant and agent success. 

• Distribute key product updates and training materials as requested by leadership or other departments.

Reporting & Feedback

• Complete and submit assigned status and activity reports. 

• Provide feedback to leadership on recurring issues, client concerns, and service recovery efforts. 

• Collaborate with Customer Service Managers to exceed service expectations.

MINIMUM REQUIREMENTS:

Required

• High school diploma with 3+ years of experience in a relevant field, or a bachelor’s degree with related experience. 

• 1-2 years of customer support, relationship management, or client-facing experience. 

• Strong communication skills—both