Merchant Support & Implementation Specialist

Company Description

LeisurePay is a financial services company that provides banking and payment processing solutions to over 1,200 minority- and women-owned businesses. The company focuses on delivering accessible, reliable, and secure payment options tailored to the needs of diverse merchants. LeisurePay supports business owners in managing transactions efficiently, improving cash flow, and simplifying payment operations. Team members contribute to empowering underrepresented entrepreneurs by helping them navigate and optimize modern payment technologies. Role Description The Merchant Support & Implementation Specialist is a full-time remote role responsible for guiding new merchants through onboarding and ensuring successful implementation of LeisurePay’s banking and payment processing solutions. Day-to-day tasks include configuring merchant accounts, assisting with integration of payment systems, and providing clear instructions on product features and usage. The specialist responds to merchant inquiries, resolves technical or operational issues, and maintains detailed documentation of interactions and resolutions. This role collaborates with internal teams to escalate complex cases, identify process improvements, and ensure merchants experience timely, accurate, and professional support throughout their lifecycle.

Qualifications

Strong customer-facing skills, including Customer Contact and Customer Service, with a focus on building positive merchant relationships. Experience in Customer Support, including handling inquiries, troubleshooting issues, and providing clear, solution-oriented assistance. Solid Analytical Skills to interpret account data, identify trends, and recommend effective resolutions or process improvements. Excellent Communication abilities, both written and verbal, to explain technical concepts in accessible language and document interactions clearly. Comfort working in a remote environment, with reliable time management, organization, and self-direction. Familiarity with payment processing, banking, or financial technology platforms is highly beneficial. Proficiency with common business software tools (e.g., CRM systems, ticketing platforms, spreadsheets, and communication tools). Relevant experience in merchant services, implementation, or technical support; an associate or bachelor’s degree in business, finance, communications, or a related field is a plus. Work location requirement: This position is not available to candidates who will perform their work from California or New York.