Merchant Success Lead — Shape Payment Experiences

Exciting Opportunities at Maverick Payments! Join our fast‑paced, growing company and further your career with Maverick Payments, where you can thrive, our ideas are valued, and your colleagues feel more like family than coworkers! About Payments: Maverick Payments is a family‑owned and privately held full‑service payment provider. Located in Calabasas, California, Maverick has created innovative technology designed for sales organizations, such as ISO's and ISV's, looking to monetize payments by reselling our white‑labelled payments stack. Our payment products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value‑added services. Maverick’s team includes underwriting, risk management, compliance & legal, technology & product development, onboarding, customer support, information technology, and more. About the Position: Under the direction of Client Services Manager, the Merchant Success Lead is responsible for providing payment‑related support services while ensuring superior client experience in all aspects involved in payment processing, ensuring customer and partner satisfaction. Provide first‑class customer service/support via telephone, email, chat, and any future channel. Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalation tickets accordingly. Maintain an accurate and complete record of all inquiries and problems handled. Absorb and retain a large quantity of departmental system, policy and procedure knowledge. Utilize all tools and systems consistently to enhance department knowledge. Educate and assist with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc. Retain and share knowledge gained by supporting peers and leaders as well as assist with onboarding Merchant Support Representative I & II new hires, reviewing resource material and providing check‑ins. Coach and assist in ensuring team members are adhering to and providing professional call handling and providing clear, concise and accurate information. Assist with complex chat support issues for the Merchant Success team. Assist with PCI compliance and certification, password resets, dashboard navigation, etc. Provide, share feedback and constructive training to the team to adhere to company policies and procedures. Follow all card brad compliance rules and regulations for the security and integrity of sensitive information. Handle complex client escalations via telephone, email, chat and any future channel. Exhibit process improvements and innovation by offering suggestions to increase and enhance overall team performance. Use critical thinking to strategically eliminate barriers and offer additional solutions to overcome challenging situations. Provide support for complex and specialised projects on an as‑needed basis, ensuring thorough execution and successful completion in alignment with leadership directives. Other duties assigned. Qualifications: High school diploma or equivalent. 2+ years payments industry experience in a call center or customer support related role. 2+ years’ experience in payment processing, specifically terminal technical support. 1 year in ticket inquiry handling, reconciliations, and handling support escalations. Some leadership experience. Proficiency with Microsoft Suite. Knowledgeable in point‑of‑sale systems and related peripherals. Applicable TSYS knowledge. Experience in call centre environments. Ability to listen to others and communicate in an effective manner. Ability to clearly communicate technical related directions in verbal and written form. Possesses strong analytical and research skills with strong attention to detail. Ability to work autonomously while producing a high output of quality work. Demonstrates a level of credibility and concern that one be perceived as responsible, reliable, and trustworthy. Ability to ensure that one's own and other's work and information are complete and accurate. Ability to carefully prepare for meetings and presentations. Ability to follow up with others to ensure that agreements and commitments have been fulfilled. Ability to support, promote, and ensure alignment with the organisation's vision and values. Ability to understand how an organisation must change considering internal and external trends and influences. Ability to focus personal efforts on achieving results consistent with the organisation's objectives. Lead by example and pose self‑awareness. Ability to prevent, manage, and/or resolve conflict. What We Offer: Competitive Salary, Bonuses, and Incentives. Comprehensive employer‑sponsored health, vision, and dental insurance programmes. Paid time off, Paid Sick and Paid Holidays. 401 k plan with matching contribution. Commitment to career development and advancement. Employee recognition and bonus programmes. Vibrant office culture, team building, birthdays, work anniversaries, snacks, and more! Pay Range: $27‑ $34/ hr This position will work on‑site at the company’s corporate office in Calabasas, CA. Equal Opportunity Employer: Maverick Payments is an Equal Opportunity Employer. Pay Transparency Notice: At Maverick Payments, we believe in openness, honesty, and empowering our candidates to make informed career choices. As part of our commitment to transparency, we disclose the salary range for our positions. These ranges reflect our dedication to fair compensation practices and recognise the value that each team member brings to our organisation. The final salary offer will be based on factors such as your experience, skills, and qualifications. Non‑Solicitation from Third Parties: Do not contact Maverick Payments about this position unless you are a job seeker and potential applicant for this position. Do not contact Maverick Payments about other services, products or commercial interests. Notice to Agency and Search Firm Representatives: Maverick Payments is not accepting unsolicited resumes from agencies and/or search firms for this or other job postings. Resumes submitted to any Maverick Payments employee by a third‑party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Maverick Payments. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Fair Chance Ordinance: Maverick will consider qualified applicants with criminal histories in a consistent manner with the Los Angeles Fair Chance Initiative for Hiring. #J-18808-Ljbffr Maverick Payments