CSM (Client Support Managing) Coordinator

Job Description

Job Description

Position Overview

We are seeking a customer-focused professional to support branch operations, manage merchant accounts, and drive customer satisfaction and retention across our national portfolio.

Location: Farmers Branch, TX, Full Time, On-site

Key Responsibilities

Branch Support & Account Management

• Provide general administrative and operational support at the assigned branch.
• Serve as the primary contact for assigned merchant accounts and manage day-to-day inquiries and issues.
• Support ISOs and Direct Sales with merchant onboarding and account-related matters.
• Maintain accurate merchant records and account documentation.
• Identify opportunities for account growth and expansion.

National Customer Experience & Retention

• Proactively contact merchants to assess satisfaction and identify concerns.
• Monitor account health and take appropriate actions to retain at-risk accounts.
• Manage escalated issues and coordinate with internal teams through resolution.
• Collect and report Voice of Customer (VOC) feedback and identify trends.
• Build relationships with key merchants and identify opportunities for referrals, testimonials, and case studies.
• Identify recurring issues and recommend process improvements.
• Perform other duties as assigned.

Qualifications

Required

• 2+ years of experience in Customer Success, Account Management, Customer Service, or a related field within Merchant Services, POS, or SaaS.
• Strong verbal and written communication skills.
• Strong organizational, problem-solving, and follow-up skills.
• Ability to manage multiple priorities independently.
• Bilingual in English and Korean.

Preferred

• Experience in Merchant Services, Payment Processing, or POS.
• Experience supporting ISO or Direct Sales channels.
• Experience with customer retention, churn prevention, or VOC programs.