Merchant Success Executive (Merchant Support)
Client Success · Account Management · Technical Support | Onsite, East Austin
The Role
You'll be the person our merchants depend on. Their expert guide from day one through every milestone that follows. The work is a blend of relationship-building, technical problem-solving, and proactive account growth. You own the full merchant lifecycle: onboard them well, keep them thriving, and find opportunities to deepen the relationship over time.
We're a small team in East Austin. That means real ownership, fast decisions, and direct impact. Not a support ticket queue you're clearing on autopilot.
Compensation: $70,000–$75,000 base + monthly commissions + benefits. Unlimited upward potential, including a path to leadership.
What You'll Own
Onboarding & Client Support
You're the first voice merchants hear after approval. Handle inbound inquiries, process applications, configure gateways like Authorize.net, and train clients until they feel confident and capable. Not just walked through a checklist.
Account Growth & Optimization
This isn't reactive support. You'll proactively work your book of business, run Payment Optimization Calls, spot upsell opportunities, and convert processing volume that isn't yet running through Easy Pay Direct.
Issue Resolution & Technical Troubleshooting
You'll dig into gateway and processor reports to solve real transaction problems: chargebacks, declines, authorization failures. Triage fast, communicate clearly, keep merchants running.
Fraud Prevention & Risk Management
Our fraud prevention system is built natively into the platform. You'll work within it from onboarding onward, flagging risk patterns and protecting both merchants and the business.
Collaboration & Growth
Partner with our Certified Payment Specialist team on complex cases, contribute to process improvements, and bring in referrals. Good work here lifts everyone.
What We Need
You came up in payments. You've worked at a payment processing company or ISO and you know how this industry actually works: the acquiring side, the gateway layer, how transactions move, where things break, and how to talk merchants through it. That background is the foundation everything else is built on.
Required:
2+ years of direct payment processing experience at a payment processor or ISO
3–5 years in client support or client success roles
Hands-on experience with card processing, gateway configuration, and transaction troubleshooting
Strong communicator: written, verbal, and on the phone
Comfortable with gateways, transaction data, and processor reports
High call volume doesn't rattle you
Full-time, onsite in East Austin
A strong plus:
High-risk payments experience
Assigned account management or upselling value-added services
Technical support background in fintech or payments
About Easy Pay Direct
Easy Pay Direct was founded in 2012 by an entrepreneur who got tired of the friction in e-commerce payments. We built a platform for online merchants, including those in complex and high-risk categories. Small team, serious infrastructure, real mission.
We're persistent, direct, and focused on making things easier for the people we work with. That applies to clients and teammates equally.
The office is stocked, the team is good, and we do happy hours. Come do real work.
Easy Pay Direct · East Austin, TX · Full-Time · Onsite
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