• Job Description

  Req#: 744000068043565
  Company Description
  
  Daxko powers wellness to improve lives. Every day our team members focus their passion and expertise in helping health & wellness facilities operate efficiently and engage their members.
  
  Whether a neighborhood yoga studio, a national franchise with locations in every city, a YMCA or JCC--and every type of organization in between--we build solutions that make every aspect of running and being a member of a health and wellness organization easier and delightful.
  
  Job Description
  
  What You'll Be Doing:
  
  • Serve as the payment subject-matter expert, guiding internal teams and customers through payment systems, merchant account setups, escalations, and resolution strategies.
  • Research, troubleshoot, and resolve complex payment issues with precision and professionalism.
  • Calm the chaos-de-escalate high-stress situations with empathy, clarity, and confidence.
  • Lead and deliver training sessions that empower teammates and customers to better understand payment systems and best practices.
  • Perform advanced reconciliations across transactions, settlements, and fees to ensure accuracy and transparency.
  • Analyze trends in merchant issues and recommend updates to documentation, workflows, or processes to proactively improve the experience.
  • Represent Merchant Services in meetings with Product, Customer Success, and Support teams-serving as a translator between business needs and technical realities.
  • Maintain a deep understanding of processor platforms (e.g., First Data, Stripe) and stay current on payment industry developments.
  • Document resolutions, processes, and best practices in internal knowledge bases to ensure organizational readiness and knowledge sharing.
  • Consistently exceed performance metrics related to issue resolution, customer satisfaction, and quality.
    What You Bring to the Table:
  • A deep understanding of the payments ecosystem, including PCI compliance, credit/ACH processing, disputes, settlements, and merchant funding.
  • A proactive, solution-oriented mindset-you don't just fix problems, you help prevent them.
  • Strong ethics and a passion for protecting sensitive customer data.
  • A collaborative spirit-you're a team player who works well across departments and functions.
  • Ability to explain technical payment concepts clearly and simply to customers and non-technical teams.
  • Thrive in a fast-paced environment and remain calm under pressure.
  • Meticulous attention to detail and strong organizational skills.
  
  
  Qualifications
  
  Required:
  
  • Bachelor's degree or equivalent work experience
  • 2+ years in a customer-facing support role
  • 1+ year of experience working on a payments team
  • Comfort managing complex financial projects and customer escalations
  • Proficiency in general PC tools and systems
  
  Preferred:
  
  • 3+ years in customer-facing support
  • 2+ years of experience in payment operations or merchant support
  • Familiarity with payment processors such as First Data and Stripe
  
  
  Additional Information
  
  The pay range for this role is $53,950 - $76,050 per year. Where you fall within the pay range is based on how you demonstrate the attributes and competencies required for the role. We mostly reserve the upper half of our compensation bands for internal growth. In addition to base salary, we offer a comprehensive benefits package, performance-based incentives, and opportunities for growth.
  
  #LI-Remote
  
  Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.
  
  We truly care for our team members, and this is reflected through our offices, and benefits, and great perks. These perks are only for our full-time team members. Some of our favorites include:
  
  Flexible paid time off
  Affordable health, dental, and vision insurance options
  Monthly fitness reimbursement
  401(k) matching
  New-Parent Paid Leave
  Casual work environments
  Remote work
  
  All your information will be kept confidential according to EEO guidelines.
  
  Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.
  
  We truly care for our team members, and this is reflected through our offices, and benefits, and great perks. These perks are only for our full-time team members. Some of our favorites include:
  
  Flexible paid time off
  Affordable health, dental, and vision insurance options
  Monthly fitness reimbursement
  401(k) matching
  New-Parent Paid Leave
  Casual work environments
  Remote work
  
  All your information will be kept confidential according to EEO guidelines.

• About the company

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