Merchant Advocate

Daxko's payment services power the financial operations of fitness and wellness organizations across the country, and the Merchant Advocate is the person our customers count on when something goes wrong. In this role, you'll own the investigation and resolution of complex credit card and ACH processing issues, serving as a trusted expert for both customers and internal teams. You'll sit at the intersection of payments knowledge and customer care, making sure merchants can get back to doing what they do best. What you'll do Research and resolve escalated credit card and ACH processing issues, from transaction discrepancies to funding and settlement questions Investigate and diagnose merchant account configuration issues, then own the fix from start to finish Manage account-level changes including bank account updates, risk reviews, billing adjustments, and account closures Support merchants through compliance requirements, keeping accounts in good standing with processors and vendors Partner with internal software support teams to close the loop on escalated issues quickly and thoroughly Contribute to product and service launches by providing payments expertise during rollout Build and maintain deep knowledge of processor and vendor platforms so you can advise with confidence What you'll bring 2 years of customer service experience, including handling escalations and complex issues 1 year of hands-on experience with credit card and/or ACH processing Strong problem-solving skills and the ability to investigate issues across multiple systems simultaneously Clear, patient communication, especially in tense or high-stakes situations with merchants High attention to detail and comfort managing multiple priorities in a fast-paced environment Bachelor's degree or equivalent work experience Nice to have 3+ years of customer service experience, particularly in financial services or payments 2 years of credit card and ACH processing experience Familiarity with First Data Merchant Services Working knowledge of credit card processing applications, risk, reserves, and compliance

Additional Information:

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. #LI_Remote