Merchant Success Executive

Merchant Success Executive

(Client Success + Account Management + Technical Support)

Are you skilled at building strong client relationships, solving problems quickly, and showing up as a reliable partner to clients? Do you enjoy helping others succeed and expand their business? At Easy Pay Direct, our Merchant Success Specialists help maintain a strong, successful merchant base.

We're a small but mighty team in the heart of East Austin, and we're looking for a client-focused professional who takes initiative and helps our merchants reach their goals.

About Easy Pay Direct
Easy Pay Direct is a trusted e-commerce payments company dedicated to helping entrepreneurs succeed online. Founded in 2012 by an entrepreneur who understands the increasing 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

• Follow-through: We stay with it until the work is done.
• Learning & Improvement: We're always learning and improving our work.
• 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 Executive, 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 succeed.
From the moment a merchant is approved, you'll be their main point of contact, providing exceptional service and timely 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 comfortable and empowered.
• Account Management & Optimization: This isn't just about support—it's about long-term success. You'll regularly engage with clients to build lasting relationships, reduce attrition, and identify opportunities to offer 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 troubleshoot transaction issues by reviewing 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.
• Client Expansion & Collaboration: You will look for 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 need more payment people!  It's necessary that you have at least 2 years of Merchant Services experience.
We're looking for someone with at least 3-5 years of experience in both dedicated support and client success roles who identifies root causes, proposes clear next steps, and follows through to resolution. You'll reach out to merchants, adapt to changing priorities, and continue 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.
Demonstrated ability to assess issues, recommend next steps, and provide 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 (specifically).
A background in technical support, assigned account management, or upselling value-added services.

The Perks of the Job
Compensation: $70,000-$75,000 Base Salary + Monthly Commissions + Benefits.
Development: Unlimited upward potential, including advancement to a management 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!