Partner Support Representative

• Serve as the first point of contact for partners via inbound calls, email, Dashboard, and HappyFox, delivering timely, professional, partner-first support.
• Manage a high volume of tickets and calls daily, resolving requests accurately and within service level standards.
• Take full ownership of partner requests from intake through resolution, regardless of complexity, ensuring clear status updates, next steps, and resolution timelines.
• Support underwriting needs including pending application assistance, document uploads, status updates, decline reconsideration requests, and credit policy inquiries.
• Assist with risk-related requests including UCC liens, transaction reviews, reserve release requests, and funding holds.
• Handle equipment inquiries including compatibility and integration questions, demo requests, fees, and purchase assistance.
• Process residuals-related requests including split inquiries, report requests, reconciliation, promotion qualification, and funding inquiries.
• Support reporting requests related to rejected transactions and authorization activity.
• Assist with product requests including white label setup, sandbox accounts, and Dashboard API integration questions.
• Handle partner manager administrative tasks including new agent onboarding, contact updates, and DDA changes.
• Coordinate with internal teams to resolve partner requests, escalating complex or strategic matters to Relationship Managers with full context and in alignment with the Right-to-Resolve framework.
• Maintain accurate, timely ticket documentation and categorization in HappyFox and Dashboard.
• Follow established SOPs and resolution standards; identify gaps, recurring issues, and opportunities to improve processes and reduce resolution time.
• Other duties as assigned.

• High School Diploma or equivalent required.
• 1–2 years of experience in customer service, call center, or support operations required; financial services, payments, or merchant services experience preferred.
• Experience working in ticketing systems, CRM tools, dashboards, or similar support platforms preferred.

• Greenscreen knowledge.

• Competitive Salary, Bonuses and Incentives.
• Comprehensive employer sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with up to a 4% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs & Company Sponsored Events
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

Maverick Payments is an Equal Opportunity Employer.