Cannabis Merchant Support Manager Jobs

SUMMARY

IPN LLC is a Florida merchant services company that operates under 2 brands: IPN and Paybotic. IPN takes a consultative approach to supporting traditional merchants, tailoring solutions to each business’s unique requirements, while Paybotic specializes in providing solutions specifically tailored to merchants in the high-risk retail cannabis space. We are seeking an experienced individual for our Merchant Support position who is a team player that can take on multiple tasks with minimal direction and supervision. The candidate must be detail-oriented and comfortable working with several merchant and partner support inquiries.

RESPONSIBILITIES

This position involves many company’s operational activities, including customer and partner support, communications, and administration. Job responsibilities include but are not limited to the following:

• Manage and provide phone and email support to all existing accounts the company has, especially merchant phone support.
• Program, download and prepare equipment for deployment if necessary.
• Provide management monthly reports regarding the help desk activities for the preceding month.
• Direct Merchant Service Representatives through exceptional and unusual situations or customer concerns with merchant processing and equipment.
• Enforce and maintain Merchant Help Desk procedures. Keeping abreast of the merchant services industry, card brand rules and regulations, and Third Party Processors’ systems and applications to ensure compliance.
• Maintain in depth knowledge of system capabilities and enhancements for all systems in the Merchant Help Desk.
• Develop, implement, and review policies and procedures to ensure the successful operation of the Merchant Help Desk. Reviewing and recommending improved operating procedures on an ongoing basis, and overseeing the implementation of operational procedures.
• Assume responsibility for the Emergency Recovery Plan for Merchant Help Desk. Coordinating training and development plans with the appropriate individuals.
• Ensure that superior customer service is provided to merchants. Working directly with merchants, operational departments, and partners to handle more difficult or complex merchant and card security questions and concerns.
• Train internal department employees on Card Brand operating regulations, and general merchant account processing. Training merchants on the proper card acceptance procedures. Attending seminars and training pertaining to merchant processing.
• Assume responsibility for the development and maintenance of merchant training material. This includes developing and providing thorough written instructions on product use, operational changes etc.
• Account Boarding includes gathering all necessary information and documents from merchants, ordering equipment, and Merchant Training on all products.
• Coordinate the development, implementation, and support of Merchant Help Desk with the Merchant Product Team.
• Review and recommend new product development and system capabilities to ensure maximum use of systems.

REQUIREMENTS

• EXCELLENT written and spoken communication skills: this position involves prompt, concise, and effective communication (email, phone, etc.) with many parties (team members, customers, vendors, partners, etc.)
• Perform general tasks including, but not limited to, preparing correspondence, file organization, research requested information, archiving, preparing pre-meeting materials for review
• Detailed understanding of Merchant Service terminology and language
• Detailed understanding and experience in terminal software and hardware equipment, especially Dejavoo.
• Ability to work unsupervised and make independent decisions on behalf of management team.
• Strong, proactive follow-up skills
• Keen attention to details
• Flexibility and willingness to assist where and when needed
• Systems Proficiency: CRM, Google Apps, Microsoft Office

WORK SCHEDULE

Hours are subject to change, but you are expected to work the following schedule:

• Monday-Friday: 10AM – 7PM

COMPENSATION

• Annual salary
• Job Type: Full-Time
• Employee benefits: medical (health, dental, vision), retirement plans, etc.
• Frequent performance and holiday bonuses

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• Dental Insurance
• Health Insurance
• Paid Time Off
• Vision Insurance

Schedule:

• Monday to Friday

Experience:

• CRM: 1 year (Required)
• Sales: 2 years (Required)
• Technical Knowledge: 2 years (Required)

Education:

• Bachelor's (Preferred)

Additional Compensation:

• Bonuses

Work Location:

• One location

Pay frequency:

• Every other week

Paid Training:

• Yes

Management:

• Team Lead

Shifts announced:

• N/A - fixed schedules

Shift:

• Day

Pay Frequency:

• Bi weekly or Twice monthly

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Innovative -- prefers working in unconventional ways or on tasks that require creativity

Company's website:

• Paybotic.com

Benefit Conditions:

• Waiting period may apply

Work Remotely:

• No

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