Job Description

Your Next Mission: Merchant Success Executive at Easy Pay Direct

(Client Success + Account Management + Technical Support)

Are you a master of relationships, a problem-solver, and a true partner to clients? Do you thrive on helping others succeed and grow their business? At Easy Pay Direct, our Merchant Success Specialists are the key to a thriving merchant base.

We're a small but mighty team in the heart of East Austin, and we're looking for a sharp, proactive professional to guide our merchants to victory.

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 who understands the growing demands of e-commerce, our vision is to build a scalable, powerful online business. We are a small, agile team based in the heart of Austin, Texas.

The Easy Pay Direct DNA

Our company is built on a simple yet powerful set of values:

• Persistence: We don't give up. We find a way to get it done.
• Growth: We're always learning, improving, and building.
• Open, Effective Communication: We say what we mean and we mean what we say.
• Doing The Right Thing: Our integrity is our foundation.
• We Make Things Easier: We Simplify other work by being thorough, collaborative, and efficient, delivering clear, high quality support that makes tasks easier for clients and teammates alike. 

As a Merchant Success Specialist, you'll embody these values every single day. This is a hands-on role where you’ll wear many hats and have a direct impact on our collective success.

The Mission

As a Merchant Success Specialist, you'll manage client success, account management, and technical support. You'll be the expert guide for our merchants, ensuring they have everything they need to thrive. From the moment a merchant is approved, you'll take the lead, providing exceptional service and proactive support.

Key Responsibilities:

• Client Support & Onboarding: You'll be the first line of support after a merchant goes live. You'll answer calls, handle inquiries, and assist with everything from application processing to setting up gateways like Authorize.net. You’ll also train clients on our systems, making sure they feel confident and empowered.
• Account Management & Optimization: This isn't just about support—it's about growth. You'll proactively engage with clients to build lasting relationships, reduce attrition, and identify opportunities to sell additional value-added services. You’ll conduct Payment Optimization Calls and work to convert non-Easy Pay Direct processing volume.
• Issue Resolution & Troubleshooting: You'll be a technical problem-solver, analyzing gateway and processor reports to address transaction issues. You’ll manage everything from chargebacks and declines to authorization nuances, offering solutions to keep our merchants running smoothly.
• Fraud Prevention & Security: During onboarding and beyond, you’ll play a key role in our fraud prevention efforts. Our system is natively designed to block transactions based on frequency and changes in customer cards, as well as to deny charges from countries identified as fraud havens. You'll be on the front lines, helping to protect our merchants and our business.
• Growth & Collaboration: You will actively seek referrals to expand our customer base. You’ll also work cross-functionally with our Certified Payment Specialist team to deliver a premium experience, contributing to projects that enhance our processes and improve closure rates.

The Perfect Fit

We're looking for a solution-minded individual with at least 3-5 years of experience in both dedicated support and client success roles. You should be proactive, adaptable, and committed to continuous learning.

Required Skills & Experience:

• Excellent communication skills, with the ability to adapt your style to engage effectively.
• Strong organizational and tech-savvy skills, comfortable with a high volume of inbound and outbound calls.
• A solution-oriented mindset that enjoys providing guidance and feedback when issues arise.
• You must be comfortable working full-time on-site in our East Austin office.

A Major Plus If You Have:

• Experience in high-risk payments.
• A background in technical support, assigned account management, or upselling value-added services.
• Payments or Merchant Services industry experience is a plus

The Perks of the Job

• Compensation: $70,000-$75,000 Base Salary + Monthly Commissions + Benefits.
• Growth: Unlimited upward potential, including advancement to a leadership role.
• Culture: A stocked office with snacks, frequent company happy hours, and sponsored social events.

If you are ready to be a pivotal part of a dynamic team and help shape the future of e-commerce payments, we encourage you to apply!

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