Payment Specialist Job Description
About Traxero
Traxero is on a mission to transform the towing ecosystem through our innovative solutions and services. Our integrated suite of offerings provides unmatched value to our customers. Our customers depend on Traxero to protect their team and equipment, grow their business and secure their personal future and prosperity.
Our teams are constantly improving, solving problems, getting to know our users, and working together to empower our clients. We value innovation, forgiveness, simplicity and transparency. And we like to reward our hard work by playing hard too.
Benefits include insurance, 401(k) match, flexible PTO, and many other benefits. You will be part of a growing, passionate, and customer-focused team.
About You
As a successful candidate, you are comfortable working in a fast-paced, constantly changing environment - either remotely or in person. You are a self-starter who is always looking for how to improve both yourself and the outcomes of the teams with which you partner.
You love solving business problems for customers. You are naturally resourceful and autonomous in completing work. You are highly collaborative when it comes to working with customers, explaining solutions and completing projects. You are both conscientious and naturally autonomous and are comfortable taking action without close supervision or oversight.
You find fulfillment in helping others to be more successful in their jobs. You are selfless and non-judgemental in working with internal and partners that may not be as knowledgeable as you are about electronic payments.
The Role
As the Payments Specialist at Traxero you will be responsible for being a champion for and subject matter expert on payment processing. This role is the first of its kind at Traxero and you will have an enormous impact on the organization and our customers through your existing knowledge of payment and merchant processing for SMBs. This role will work in between teams and products at Traxero to help onboard prospective and current customers on the TowPay offering.
Core Responsibilities
Reporting directly to the Chief Operating Officer, your primarily responsibilities will include, but are not limited to, the following:
- Partner with the sales team to help explain the TowPay fees, comparing them to existing or other proposed payment processing fees being offered to our customers
- Coordinate with new customers and Stripe to make sure customers are signed up for a new merchant account and are fully equipped to utilize the TowPay offering as quickly as possible
- Act as a consultant to customers looking to integrate with TowPay and act as their subject matter expert
- Learn functionality and capabilities of other Traxero solutions so that you can explain and train customers on how to use the integrated TowPay offering within those solutions
- Serve as a point of escalation for solving customer issues related to payments questions
- Solve escalated customer issues whenever possible and track, direct and further escalate the status of these escalated issues between Support, Product and Stripe team
- Collaborate with the Customer Success and Support teams to make sure the customers are configured and trained to use TowPay within their other Traxero solutions
- Identify areas of opportunity and improvement in the customer experience and partner with Sales, Marketing, Stripe, Product, Customer Success or Support to identify areas of opportunity or improvement
- Provide documentation of all processes and training of team members
Minimum Qualifications
- 1+ years of experience selling or implementing payment processing solutions with customers, preferably with SMB/midsize businesses
- 3-5 years of customer service experience
- Proficiency in explaining and simplifying complex fee structures, statements and workflows within the payment processing ecosystem
- Specific experience with the Stripe platform is a plus
- Strong written and verbal communication skills
- Ability to assess business needs and translate them into relevant solutions