ETAB Client Success Specialist

Job title: ETAB - Customer Success Specialist

Reports to: VP of POS Operations

Department: Merchant Solutions

Location: Remote

Grade: 13

About Priority:

Priority Commerce is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority Commerce, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

We are seeking a proactive and detail-oriented Customer Success Specialist to join our growing team. This role will play a vital part in ensuring our merchants have a smooth onboarding experience, receive prompt and effective support, and fully leverage the capabilities of the e|tab platform.

Responsibilities:

Training

• Conduct demos to showcase the core and advanced features of the e| tab platform.

• Support partner demos when needed, working in collaboration with senior team members.

• Continuously learn and communicate the evolving capabilities of the platform.

Implementation

• Build and configure digital menus for new merchant accounts.

• Coordinate with merchants to confirm accuracy and completion of menu details.

• Follow up to ensure a seamless go-live process.

• Assist with the onboarding of new clients in line with established SLAs and processes.

• Handle introductory calls, menu setup, confirmations, and installation coordination.

• Learn and support integration tasks including payment key setup and navigation of Priority platforms.

Support

• Provide first-line support to merchants, resolving issues efficiently and with excellent communication.

• Take ownership of assigned support tickets, including direct support escalations.

• Perform regular service desk reviews and ensure prompt resolution of customer concerns.

• Troubleshoot hardware issues, specifically printer configurations and connectivity.

• Coordinate hardware shipments and deployments as needed.

• Stay informed about hardware logistics.

What Success Looks Like:

• Success in this role means delivering a seamless merchant onboarding experience, ensuring timely and accurate implementations, and providing responsive, effective customer support. The Customer Success Specialist consistently meets established SLAs, takes ownership of merchant issues through resolution, and develops strong product knowledge to effectively train and support merchants. Ultimately, success is measured by merchant satisfaction, operational efficiency, and the ability to work independently while contributing to the broader team's goals.

Candidate Requirements:

• Strong communication and interpersonal skills.

• Demonstrated ability to learn technical tools and platforms quickly.

• Experience in customer support, onboarding, or success roles is a plus.

• Familiarity with digital ordering systems or POS platforms preferred.

• Organized, self-motivated, and able to work both independently and collaboratively.

• Prior experience using Zendesk or similar support tools, preferred.

• Basic technical troubleshooting or IT support experience.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $24-$28/hr
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs

• 401(k) match

• Employee Stock Purchase Program (ESPP)

• HSA and FSA options

• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage

• Mental health support for employees and dependents through Lyra Health

• Family planning and women’s health benefits through Carrot

• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement

• Leadership development programs

• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.

• Requires the ability to lift 10 pounds.

• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.