Customer Support Specialist

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TouchSuite is a leading provider of merchant services, offering comprehensive payment solutions to businesses of all sizes. We are dedicated to delivering exceptional customer service and ensuring the success of our merchants. We are seeking a Customer Support Specialist to join our team and provide outstanding support to our valued merchants.

As a Customer Support Specialist, you will be responsible for handling merchant inquiries, troubleshooting issues, and providing timely and effective solutions. You will serve as the primary point of contact for merchants, demonstrating strong product knowledge and outstanding customer service skills. The ideal candidate will have experience in the merchant services industry and possess excellent communication and problem-solving abilities.

Key Responsibilities:

• Serve as the main point of contact for merchants, addressing inquiries, concerns, and technical issues promptly and professionally via phone, email, and chat.
• Provide excellent customer service, ensuring high levels of customer satisfaction and retention.
• Troubleshoot and resolve merchant issues related to payment processing, billing, chargebacks, and other service-related matters.
• Educate merchants on the features, benefits, and proper usage of our merchant services, including POS systems, payment gateways, and other payment solutions.
• Assist merchants in navigating and utilizing our online merchant portals and reporting tools.
• Collaborate with internal teams, such as Sales, Operations, and Technical Support, to escalate and resolve complex issues.
• Maintain accurate and detailed records of all merchant interactions, inquiries, and resolutions in the CRM system.
• Stay updated with industry trends, product updates, and changes in payment processing regulations.
• Provide feedback to the product and operations teams regarding merchant needs, pain points, and suggestions for service improvements.
• Identify opportunities to upsell or cross-sell additional services or products to merchants when appropriate.

Qualifications:

• High school diploma or equivalent; additional education or certifications in business, customer service, or a related field is a plus.
• Minimum of 2 years of experience in customer support or a similar customer-facing role, preferably within the merchant services industry.
• Strong knowledge of merchant services products, payment processing workflows, and industry terminology.
• Familiarity with various payment methods, including credit card processing, online payments, and mobile payments.
• Excellent communication skills, both verbal and written, with the ability to effectively explain complex concepts to non-technical users.
• Strong problem-solving and troubleshooting abilities, with the capacity to remain calm and composed under pressure.
• Proficient in using customer support software, CRM systems, and ticketing systems.
• Detail-oriented with excellent organizational and time management skills.
• Empathetic and patient, with a genuine desire to help customers and provide top-notch service.
• Ability to work independently as well as collaboratively in a team-oriented environment.

Why Work at TouchSuite:

• We have a fun, entrepreneurial and innovative environment where everyone shares a passion to win.
• Excellent Leadership Team.
• Beautiful, brand-new office – modern & spacious, complete with a 'Zen garden' and an indoor basketball court.
• The opportunity to be a true entrepreneur and make a real impact while learning real-world skills.
• The opportunity to be part of something that is revolutionizing industries.

Operations Manager

APPLY NOW FOR OPERATIONS MANAGER

TouchSuite is a leading payment processing company that provides innovative solutions to merchants. We specialize in secure and efficient payment processing services, utilizing industry-leading backend systems such as Fiserv, TSYS, and similar platforms. We are seeking a talented Operations Manager to oversee our payment processing operations and ensure smooth and efficient transaction processing as we build out our team.

Key Responsibilities:

• Manage and supervise the day-to-day operations of the payment processing department.
• Oversee transaction processing, including authorization, settlement, and reconciliation, to ensure accuracy, efficiency, and adherence to established service level agreements (SLAs).
• Monitor system performance, troubleshoot issues, and implement corrective actions to minimize downtime and ensure uninterrupted payment processing.
• Collaborate with cross-functional teams, such as IT, Risk and Compliance, and Customer Support, to ensure seamless integration and communication between departments.
• Develop and implement operational policies, procedures, and best practices to optimize efficiency, reduce costs, and improve overall service quality.
• Stay updated with industry trends, regulatory changes, and emerging technologies in payment processing, and recommend process enhancements or system upgrades accordingly.
• Conduct regular performance evaluations of team members, provide coaching and guidance, and identify opportunities for professional development.
• Foster a culture of teamwork, accountability, and continuous improvement within the operations department.
• Collaborate with senior management to define strategic goals, objectives, and performance metrics for the payment processing operations.

Qualifications:

• Bachelor's degree in Business Administration, Finance, or a related field (or equivalent work experience).
• Minimum of 3 years of experience in payment processing operations, with specific knowledge of backend systems such as Fiserv, TSYS, or similar platforms.
• Strong understanding of payment processing workflows, including authorization, settlement, and reconciliation processes.
• Proven experience managing and leading teams in a fast-paced operational environment.
• In-depth knowledge of industry regulations and compliance requirements (e.g., PCI-DSS, GDPR) related to payment processing.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior management.
• Detail-oriented with a focus on accuracy and quality.
• Ability to thrive in a dynamic and rapidly changing industry.

Why Work at TouchSuite:

• We have a fun, entrepreneurial and innovative environment where everyone shares a passion to win.
• Excellent Leadership Team.
• Beautiful, brand-new office – modern & spacious, complete with a 'Zen garden' and an indoor basketball court.
• The opportunity to be a true entrepreneur and make a real impact while learning real-world skills.
• The opportunity to be part of something that is revolutionizing industries.

INSIDE SALES SPECIALIST

Our high-energy sales team is on the hunt for Inside Sales Representatives. With more leads than we can handle, we’re seeking money-motivated passionate professionals to join our growing Boca Raton based team. You will be responsible for identifying, pursuing, and successfully closing company-provided sales leads, as well as building relationships with potential clients and closing new business opportunities.

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If you are a driven and ambitious professional looking for an exciting career in FinTech, we encourage you to apply for this lucrative opportunity, especially if you:

• are a natural communicator, have the gift of gab and are capable of projecting enthusiasm and warmth, while motivating others to improve their business operations.
• have a high sense of urgency, initiative, and competitive drive to be on top of the letter boards
• are emotionally intelligent and use that to understand, influence and persuade prospective clients to make the right decision for their business
• hate waiting for results and prefer to think outside the box to achieve deadlines
• Comfortable with groups or making new connections, whether it be in person or on professional social media sites
• are a chameleon and can adapt quickly and on the spot
• have a track record of success in sales and/or business development
• have a basic understanding of the financial technology industry, SaaS, Payments and/or payment hardware solutions.

If you’re looking for a company that;

• provides you with a proper ramp up training schedule that sets you up for success
• assists with leads and support needed to reach your sales target goals
• has a competitive base salary, commission structure; full benefits; life insurance; and 401(k) retirement plan
• has some fame to the name; we have been featured several times on Inc. Magazine’s “Inc. 500” as one of the fastest-growing private companies in America

Originally founded as a merchant processor, TouchSuite has evolved into one of the country’s leading FinTech companies, and an award-winning full-service provider of solutions for businesses of all sizes across a vast range of industries. Our office has been voted one of the Coolest Offices in South Florida by the South Florida Business Journal! Take a tour and see for yourself:

https://www.youtube.com/watch?v=nYy6e16S5FI

Are you ready for an exhilarating and financially lucrative career in one of the most exciting industries? Apply today and learn more before spots fill up!

Customer Experience Leader

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