Merchant Support & Operations Specialist

Job Description

Hybrid: Monday - Thursday: In Office and Friday Remote

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Office Hours: 8:30 am - 5:30 pm

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About the Role

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SeamlessChex is looking for a Merchant Support & Operations Specialist to provide hands-on

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support to merchants across our payment products, with an initial focus on Seamless ACH and

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credit card processing.

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This role sits at the intersection of merchant support, onboarding, underwriting, and payment

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operations. You will be responsible for managing ACH support tickets, including those originated

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from end-users and direct clients (merchants), guiding merchants through the ACH underwriting

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and activation process, troubleshooting day-to-day account and transaction questions, and

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helping ensure merchants receive timely and accurate support throughout their relationship with

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SeamlessChex.

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The ideal candidate is highly organized, proactive, professional, comfortable communicating

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directly with merchants, customers, and partners, and able to take ownership of an issue from

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initial request through resolution. Because many merchant questions involve multiple internal

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teams, you should also be comfortable coordinating with Risk, Underwriting, Product,

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Engineering, and other internal stakeholders when necessary.

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Key Responsibilities

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Seamless ACH Merchant & End-User Support

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• Manage and respond to support tickets for Seamless ACH through the SeamlessChex Help Desk in the HubSpot CRM.
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• Provide direct support to both merchants and their end users, including customers of our merchants who are sending or receiving payments through Seamless ACH.
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• Serve as a primary point of contact for merchants with questions related to their ACH account, transactions, account setup, platform functionality, and general troubleshooting.
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• Assist end users with payment-related questions and issues, including payment status, failed or returned payments, bank account verification, and other issues that may arise when sending or receiving a payment.
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• Investigate merchant and end-user issues, gather the information necessary to understand the problem, and determine the appropriate next steps.
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• Resolve support requests directly when possible and escalate issues to the appropriate internal team when additional expertise or review is required.
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• Maintain clear ownership of support issues through resolution, including following up internally and communicating timely updates to merchants and end users.
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• Ensure support tickets are accurately documented, categorized, associated with the appropriate merchant and customer records, and closed with clear resolution notes.
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• Help strategize, develop, and improve Help Desk workflows, automations, and AI-assisted support processes to improve efficiency, consistency, and scalability while maintaining appropriate human oversight.
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• Identify recurring support trends and opportunities to improve workflows, documentation, knowledge base content, and self-service resources.
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Seamless ACH Underwriting & Onboarding

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• Serve as a support resource for merchants throughout underwriting, onboarding, and activation.
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• Answer merchant questions and provide guidance as needed, while keeping the process primarily self-service for merchants working with an assigned Sales representative.
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• Provide full application and onboarding support for merchants referred by referral partners, as these merchants do not have an assigned Sales representative. This includes guiding them through application requirements, collecting necessary information and documentation, coordinating with Risk/Underwriting, and helping move the account through activation.
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• Act as a bridge between merchants, Sales, referral partners, Risk/Underwriting, and other internal teams to keep applications, reviews, and outstanding questions moving.
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• Assist with demos or walkthroughs as needed and help answer or escalate product, setup, and processing questions once merchants are onboarded.
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• Route questions to Sales, Risk, Product, or Engineering when appropriate and help ensure merchants receive clear next steps.
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Credit Card Merchant Support

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• Provide merchant support for SeamlessChex's credit card processing products.
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• Respond to merchant questions related to account setup, processing, transactions, funding, platform functionality, and other general account needs.
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• Assist merchants with troubleshooting and identify when an issue requires escalation to another internal team or processing partner.
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• Coordinate with internal teams and external partners as necessary to move merchant issues toward resolution.
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• Keep merchants informed throughout the resolution process rather than simply transferring or escalating requests.
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• Help identify recurring merchant questions, support issues, and process gaps as the credit card support function continues to develop.
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Cross-Functional Support & Escalation

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• Work closely with Merchant Support, Operations, Risk, Underwriting, Product, and Engineering to resolve merchant issues.
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• Recognize when an issue can be handled independently versus when specialized review or escalation is required.
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• Provide internal teams with clear documentation and context when escalating an issue.
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• Track escalated issues and ensure they continue progressing toward resolution.
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• Identify recurring support trends and communicate merchant feedback or operational pain points to the appropriate teams.
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• Contribute to internal documentation, merchant-facing resources, and support procedures as new processes are established.
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What We’re Looking For

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• Strong written and verbal communication skills, with the ability to communicate clearly and professionally with merchants, customers, and internal team members.
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• Excellent organization and follow-through, particularly when managing multiple open requests at different stages.
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• Strong problem-solving skills and the ability to investigate an issue, use available resources, and attempt to identify a solution before escalating.
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• Ability and willingness to quickly learn new systems, payment concepts, and operational processes; prior payment processing experience is not required, but helpful.
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• Ability to take ownership of merchant issues and drive them through resolution.
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• Proactive and self-motivated, with the ability to take initiative, identify what needs to be done, and follow through without requiring constant direction.
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• Receptive to direction, feedback, and constructive criticism, with a willingness to learn and continuously improve.
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• Comfortable working as part of a small, collaborative team where communication, reliability, and a willingness to help wherever needed are important.
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• Strong judgment around when to work through an issue independently and when to ask for help, clarification, or additional support.
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• Proactive communication when encountering blockers, uncertainty, or competing priorities rather than allowing issues to stall.
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• Strong attention to detail when handling merchant information, documentation, and support records.
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• Ability to work cross-functionally with both technical and non-technical teams.
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• Adaptable and comfortable working in an environment where responsibilities and processes may evolve as the company grows and improves its operations.
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Preferred Qualifications

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• Previous experience in merchant support, customer success, payment operations, fintech, banking, or financial services.
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• Familiarity with ACH payments, credit card processing, merchant acquiring, or payment processing.
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• Experience supporting merchant onboarding or underwriting processes.
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• Experience working with ticketing, CRM, or Help Desk platforms.
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• Familiarity with payment concepts such as ACH returns, transaction statuses, settlements/funding, disputes, processing limits, and merchant risk is a plus.
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What Success Looks Like

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Success in this role means merchants receive responsive, timely, accurate support and always

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understand what needs to happen next. Support requests are owned through resolution,

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underwriting applications continue moving forward, escalations reach the correct internal teams

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with the necessary context, and merchants aren't left wondering about the status of an issue.

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Over time, this person will also help SeamlessChex build a more scalable merchant support

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operation by identifying recurring issues, improving documentation, and helping establish

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consistent workflows across Seamless ACH and credit card merchant support.

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