Customer Success Specialist - Merchant Services

Location: Boca Raton, FL
Schedule: Full-Time | Monday–Friday | 9:00 a.m.–6:00 p.m.
Work Environment: On-Site
Classification: Non-Exempt / Hourly

TouchSuite is seeking an energetic, customer-focused Customer Success Specialist, Merchant Services to support and strengthen relationships with our merchant customers.

This is not a role for someone who simply answers the phone, responds to a question, and moves on to the next call. We are looking for someone who takes ownership of the customer experience...someone who listens carefully, asks good questions, solves problems, and looks for opportunities to make the relationship stronger.

When a merchant is frustrated, we want you to understand why and work to save the relationship. When a conversation reveals that another TouchSuite product or service could benefit the merchant, we want you to recognize the opportunity and act on it.

The right person brings energy, curiosity, urgency, and a genuine desire to help customers succeed.

• →Serve as a primary point of contact for TouchSuite merchants, providing responsive, professional merchant services support by phone and e-mail.
• →Own merchant issues from initial contact through resolution, coordinating with other departmental teams as needed.
• →Identify signs of merchant dissatisfaction and proactively address pricing, service, technology, or relationship concerns to support retention.
• →Identify appropriate upsell, cross-sell, and referral opportunities based on merchant needs and connect qualified opportunities with the appropriate resource.
• →Accurately document interactions, commitments, follow-ups, retention efforts, and opportunities while meeting established expectations for responsiveness, productivity, customer satisfaction, and retention.

More than anything, we're looking for the right approach to customers and problems.

• Bring energy, professionalism, and a customer-focused mindset to every interaction while exhibiting great communication skills.
• Take initiative and naturally assume ownership when presented with a problem.
• Are curious, ask thoughtful questions, and look beyond the immediate issue to understand the bigger picture.
• Enjoy resolving challenging situations and turning dissatisfied customers into satisfied, long-term relationships.
• Recognize additional customer needs, opportunities, and potential solutions.
• Are comfortable discussing products and solutions and understand that excellent customer service can also create opportunities for growth.
• Thrive in a fast-paced environment, adapt to changing priorities, and are motivated to build expertise in payments and merchant services.

• Previous experience in customer service, customer success, account management, retention, inside sales, banking, financial services, merchant services, payments, POS, telecommunications, or another high-touch customer environment a plus, but not required.
• Experience in financial services industry is preferred; exceptional customer-facing candidates with strong initiative, curiosity, and commercial instincts will also be considered.
• Experience managing escalated customer concerns and supporting customer retention is highly desirable.
• Experience using Salesforce or another CRM platform is preferred.
• Experience with payment-processing platforms such as Fiserv AccessOne or TSYS is a plus.

Success isn't measured simply by how many calls you answer.

A successful Customer Success Specialist builds relationships, solves problems, saves customers who might otherwise leave, and recognizes opportunities to deepen valuable merchant relationships.

We want our merchants to finish an interaction feeling that someone at TouchSuite genuinely cared about solving their problem.

We also want our Customer Success team to understand that every merchant conversation is an opportunity to learn something: Why is the customer calling? What isn't working? What could we do better? Is the relationship at risk? Is there another product or service that could help?

The strongest person in this role will combine the mindset of a customer advocate, problem solver, relationship manager, and opportunity spotter.

TouchSuite operates at the intersection of merchant services, payment processing, technology, and business solutions. You'll gain exposure to multiple areas of the payments ecosystem while working directly with business owners and collaborating with teams across the organization.

For someone who brings energy, curiosity, and initiative, this role offers an opportunity to build valuable merchant-services expertise and make a visible impact on both customer relationships and the business.
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