Partner Success Specialist

As a Partner Success Specialist, your role is ensuring a positive user experience for our members, primarily through customer service. You are the merchant ­facing problem solver, with respect to issues including deposit research, fee statements, account updates, and functional how to questions. Your role is to be the expert for everything product, account, and service related. Your role will be to ensure onboarded accounts achieve successful PCI compliance through their surveys and scans.

Key Responsibilities & Objectives

• Monitoring incoming call queue
• Responding to customer support requests in a timely manner
• Timely follow up on customer requests
• Proactively providing regular updates to customers until open issues are resolved
• Maintain high data hygiene on your work in all internal systems
• Provide feedback to help identify trends and potential process improvements or customer experience improvements
• Effectively investigate and diagnose customer problems, including problems involving data and systems of third parties such as back-end processors or banking partners
• May be assigned weekend and evening shifts
• Other duties as assigned

Requirements

Preferred Qualifications

• 2+ years working with customers
• Excellent communication skills, to work within team and customer relations
• Strong customer empathy and the ability to de escalate in emotional situations
• Excellent phone etiquette
• Ability to work under pressure in fast-paced environment and prioritize workload
• Comfortable with standard business software (Microsoft Office, Google, etc)
• Solution­ oriented with the ability to think strategically and creatively in decision ­making
• Strong work ethic
• Coachable and able to take direction and feedback well, yet being forward­ thinking to challenge the status quo
• Strong attention to detail
• Bilingual - Fluent in English and Spanish a plus

Benefits

• Health Insurance (medical, dental, vision)
• Competitive Base Salary
• 4% 401K Match
• Conference & Continuing Education Coverage
• Team Building Events/Opportunities
• Performance & Incentive Bonuses
• Unlimited PTO

Stax is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.