The Role

The Merchant Support team is the backbone of the organization. This role goes beyond traditional customer serviceyoull help resolve merchant issues, manage tickets, and serve as a trusted problem-solver. Most employees start in this department and grow into other areas of the business.

Day-to-Day Responsibilities

• Handle inbound phone calls, emails, and support tickets from merchants
• Troubleshoot and resolve credit processing and terminal-related issues
• Use internal CRM tools and Outlook to document and manage cases
• Communicate clearly, calmly, and professionallyespecially in high-pressure situations
• Learn complex systems and processes (full training provided)

Call volume averages 1020 calls per person per day, shared across the team.

What Theyre Looking For

Must-Haves

• Some office experience (internship counts) or hospitality/restaurant background
• Strong communication and listening skills
• Calm under pressure with solid problem-solving ability
• Ambitious, curious, and eager to grow
• Comfortable being on the phone for most of the day

Nice-to-Haves

• Bachelors degree (not required)

Culture & Growth

• Go-with-the-flow mentalityno micromanaging or uptight vibes
• Promotions often happen around the 6-month mark, depending on performance
• Growth paths can include sales, relationship management, or account management