Merchant Operations Specialist

United StatesRemoteFull-timemid

OperationsMerchant Operations Specialist

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Merchant Operations Specialist based in the United States.

Technical Tools

OperationsMerchant Operations Specialist

This role supports the successful onboarding and ongoing experience of merchants, partners, and internal sales teams.
You will manage new account intake, activation workflows, pricing requests, escalations, and support inquiries across merchant and ACH processing services.
The position combines customer service, operational coordination, problem-solving, and sales enablement in a fast-paced payments environment.
You will work closely with sales, underwriting, risk, and other cross-functional teams to resolve issues and keep new business moving efficiently.
Your ability to understand payment products and translate complex information into clear guidance will directly influence customer satisfaction and operational performance.
You’ll also contribute to process improvements, knowledge management, and documentation that make the broader team more effective.
This is an excellent opportunity for a detail-oriented payments professional who enjoys ownership, collaboration, and delivering high-touch customer experiences.

Manage intake for new product and merchant account requests from internal sales teams and external partners, ensuring software, pricing, and request information are complete and accurate.
Facilitate onboarding and training for new partners, helping establish strong relationships and effective working processes.
Review and coordinate pricing quotes with sales teams and customers, ensuring requests are handled accurately and efficiently.
Communicate underwriting and risk considerations to sales teams when supporting new merchants and partner accounts.
Develop and maintain strong knowledge of payment applications, products, and features to provide effective support and guidance.
Manage escalated questions and issues from internal sales teams, investigating concerns and coordinating timely resolutions.
Deliver a proactive, high-touch experience for high-value customers while maintaining a strong focus on service quality.
Collaborate with sales and cross-functional teams to identify, investigate, and resolve escalated customer issues with urgency.
Monitor activation and onboarding activities to help maintain departmental service-level agreements and efficiently bring new business online.
Maintain and improve knowledge-base content, identifying necessary updates and communicating changes to relevant team members.
Investigate root causes of sales-support issues and recommend solutions that improve processes, efficiency, and customer outcomes.
Assist with developing, documenting, and refining operational procedures and workflows.

Requirements

~1 min read

Bachelor’s degree or equivalent professional experience.
At least 2 years of experience in merchant customer service, payment processing, or a related environment, preferably supporting B2B customers.
Strong understanding of merchant services, payment processing, or ACH operations is highly valuable.
Consistent commitment to honesty, integrity, accountability, and high service standards.
Excellent attention to detail, with the ability to review processes and identify opportunities to improve efficiency.
Strong interpersonal and communication skills, with the ability to build productive relationships with both internal teams and external customers.
Demonstrated ability to investigate problems, identify root causes, and develop practical solutions.
Ability to recognize opportunities for collaboration, integration, and operational improvement.
Strong organizational skills, including the ability to establish clear responsibilities, monitor workflows, and measure results.
Ability to plan and prioritize multiple tasks while meeting commitments and organizational objectives.
Comfortable working in a fast-paced environment where customer needs and business priorities can evolve quickly.
Willingness to travel up to 10% as required.