• Plans and manages the day-to-day workload of all Merchant Success Team. Assign and delegate daily team tasks/projects to ensure they are performed accurately, professionally and in a timely manner.
• Responsible for the daily performance of the overall department including the onsite and remote teams. Ensures the department is providing and demonstrating first-class customer service/support via telephone, email, chat, and any future channel.
• Ensure daily service level reporting is delivered to department leadership.
• Ensuring optimal service levels in all aspects related to supporting merchants, partners and internal management staff. 
• Monitor customer communications via calls/email/tickets/escalations and ensure workload balance, within department team members to adhere to predetermined SLA’s.
• Oversees the process of team members creating an accurate and complete record of all inquiries and issues handled.
• Providing coaching and feedback and constructive training to team members to ensure adherence to company policies, procedures and customer satisfaction.
• Exercising independent judgment, discretion and decision making related to department escalations and responsibilities. 
• Leading periodic department meetings to discuss enhancements, procedures, product releases and training needs. 
• Overseeing team member duties, including productivity, break and lunch schedules, attendance and overall individual and team performance. 
• Ensuring team members are adhering to card brand compliance rules and regulations in addition to all company policies for the security and integrity of sensitive information.
• Leading periodic one-on-one meetings to discuss performance duties, evaluations, goals and disciplinary actions as needed. 
• Develops, recommends and implements processes and/or strategies for quality assurance based on business forecasting and support needs. 
• Monitoring team member phone calls to ensure company protocol is being followed and ensuring customer satisfaction. 
• Acts as a subject matter expert in complex and/or escalated matters; suggests remedies and is the final line of resolution in escalated technical issues.
• Developing and sharing knowledge gained and supporting team, peers and leaders, as well ensuring proper onboarding and Level I and Level II training including dashboard demonstration, ticket and phone call side-by-side coaching, reviewing resource materials, and check-ins.
• Remains available as business needs require outside of regular work hours to monitor and support team.
• Delivering new policies and procedures as approved by Director.
• Leading specialized and complex projects on an as-needed basis as directed by Executive team.
• Other duties assigned.

• High school diploma or equivalent Degree in relevant field preferred. 
• 2+ years of relevant Customer support experience.
• 2+ years of payment processing industry related experience in, specifically Merchant Success.
• 1 year handling ticket inquiries, reconciliations, and handling support escalations.
• 1 year in a role of leadership capacity.
• Experience in TSYS mreports, ACH services, call center interfaces, and merchant management CRM's, 
• ETA CPP Certification a plus!
• Proficiency with Microsoft Suite
• Knowledgeable in point-of-sale systems and related peripherals.
• Applicable TSYS knowledge.
• Proficiency with Microsoft Suite and navigating client inquiries via ticketing systems to lead inquiries toward resolution.
• Strategically critical thinking to eliminate barriers and formulating solutions to remove barriers to overcome challenging situations.
• Ability to clearly communicate technical related information and instructions in verbal and written form.
• Active listening skills, empathy and solutions to all our client base, peers and team.
• Strong analytical and research skills with strong attention to detail.
• This position reports in-office to our corporate location in Calabasas,CA. 

• 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 3% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

Maverick Payments is an Equal Opportunity Employer.

Pay Transparency Notice: At Maverick Payments, we believe in openness, honesty, and empowering our candidates to make informed career choices. As part of our commitment to transparency, we disclose the salary range for our positions. These ranges reflect our dedication to fair compensation practices and recognize the value that each team member brings to our organization. The final salary offer will be based on factors such as your experience, skills, and qualifications.

Non-Solicitation from Third Parties: Do not contact Maverick Payments about this position unless you are a job seeker and potential applicant for this position. Do not contact Maverick Payments about other services, products or commercial interests.

Notice to Agency and Search Firm Representatives: Maverick Payments is not accepting unsolicited resumes from agencies and/or search firms for this or other job postings. Resumes submitted to any Maverick Payments employee by a third-party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Maverick Payments. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral.

Fair Chance Ordinance: Maverick will consider qualified applicants with criminal histories in a consistent manner with the Los Angeles Fair Chance Initiative for Hiring.