[Hiring] Customer Success Specialist @Priority Technology Holdings, LLC

Role Description

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.

Qualifications

• 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.

Benefits

• Compensation range: $24-$28/hr
• 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

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).