Partner Support Agent - Payments

Description

Stack Sports is a global sports technology company based in Plano, TX with offices in Denver, CO, San Diego, CA, and Atlanta, GA. From our humble beginnings as sports parents and coaches, we founded Stack Sports to transform the youth sports experience by helping other parents, coaches and administrators manage all aspects of their sports organizations. By developing easy-to-use league management solutions, we allow parents, players and coaches to focus on the game - not administrative duties. Our founders and employees wear many hats. Successful entrepreneurs. Loving parents. Sports enthusiasts. Community volunteers. Being able to juggle all the important aspects in life can be difficult as sports parents.

Our Values

• Play to Win - Strive for greatness every day. Results count.
• Be a Team Player - Commit to collective success. Be anchored in transparency, candor, and respect.
• Own the Solution - Be a problem solver. Embrace the challenge.
• Run in Our Customers' Shoes - Have empathy for our customers and evaluate our performance through their eyes.
  
  

Requirements

The ideal Partner Support Agent for our Payments team should be highly motivated and committed to helping Youth Sports by supporting our rapidly growing Partner base. Our business is built on the relationships garnered through excellent Partner Service, therefore an ideal candidate should possess the attitude needed to make each Partner feel like they are our most important Partner. We value curiosity, integrity, respect, diversity, flexibility, and service. If you’re a natural problem solver and as passionate about customer service as we are, then you’re exactly who we are looking for!

Skills & Qualifications

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem-solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.

Need to Have

• A passion for helping others. Our commitment to our Partners defines who we are, so having a positive attitude and a passion for providing solutions is critical.
• Excellent problem-solving skills and time management
• Fantastic verbal and written communication skills
• The ability to explain multi-step solutions to partners
• Administrative and reporting capabilities
• A true self-starter who can complete tasks without instruction, while also collaborating effectively with team members
  
  

Great to Have

• Experience and/or understanding of Payments
• Experience with Slack, Salesforce, and Google Suite
• 1-2 years of B2B or B2C Customer Service/Account Management experience
• Experience supporting and or troubleshooting software
  
  

Responsibilities

Resolve Partner Support inquiries via phone and SalesForce CRM regarding Stack Pay. Inquiries include the following:

• Stack Pay merchant portal assistance
• Account status updates
• Issues with logging into merchant portal
• Merchant application completion and setup
• Adding users to merchant portal
• Transaction inquiries
• Batch/reconciliation inquires
• Updating information in portal (address, phone, contact)
• Chargeback inquires
• Limit increase requests
• Communicate updates, resolutions, and solutions to Partners
• Maintain a working knowledge of the Stack Pay portal to easily direct Partners when replying to inquiries
• Collaborate with team members and third-party vendors and escalate inquiries through the proper channels to find solutions when needed
• Use information gathered from Partners to keep up-to-date account information in the appropriate CRMs
• Collect and report common themes with product feedback and issues