logo of sportstechjobs
avatar

Mindbody is hiring a
Merchant Support Specialist x2

👈 Back to all jobs

Read by 209 job seekers.

Sheffield, England, United Kingdom

We're revolutionizing the fitness & wellness industry, and we’re looking for talented people to help us do it. Mindbody + ClassPass bring together the best of both sides of the market: Mindbody is the industry’s most trusted all-in-one technology platform; ClassPass is one of the most popular apps for fitness & self-care enthusiasts. Together we’re partnering with more than 70,000 fitness studios, gyms, salons, and spas around the world. We’re not just another tech company—we’re far and away the leader of our industry. So join the team, work with mission-led people, and enjoy amazing benefits. Let’s see what we can accomplish together! 

Who we are

We’re a passionate team, laser-focused on delivering phenomenal customer experiences at every turn. We’re dedicated to building customer loyalty through valuable tech and work hard to foster an innovative and collaborative environment balanced with personal and professional growth. We believe that happy team members create happy customers.  

About the right team member

This role is to be based in our Sheffield office Monday - Friday (the hours of work will be 17.30 pm - 1.00 am to cater to our US Customers)

The Merchant Support Specialist I provides specialized support to all Mindbody customers that have integrated merchant payment processing solutions in their software regardless of platform and supports all levels of Customer Experience utilizing multiple methods of contact, primarily phone calls and emails. This position works with customers directly, as well as supports internal Mindbody departments to help resolve any merchant payment-related issues.

This position handles internal and external customer inquiries by gathering information to identify the nature of the problem and troubleshoots potentially complex system related issues in numerous areas of the business to ensure proper payouts and record keeping. The Merchant Support Team plays a key role in revenue generation/retention as they actively support integrated merchant payments solutions which represent a large share of revenue to Mindbody.

About the role

  • Deliver an exceptional customer experience.
  • Consistently and accurately log all interactions, information, and next steps on the cases in Salesforce.
  • Interact with the customer, 3rd party payment processing partners, Payments/Expand Sales,
  • Payments Operations, and other internal departments to manage and escalate difficult customer accounts.
  • Perform various activities in the Merchant Support Team, including financial reconciliation, merchant rates/fees explanation, negotiating remediation with customer and 3rd party payment processing partners, perform account updates-based customer and company requests, etc.
  • Conduct research to aid in the investigation of merchant payment discrepancies and errors and partners with team members and 3rd party processing partners to fix those errors Analyze merchant account financial records
  • Recommend remediation requests to resolve customer issues and escalations to senior leaders and executives.
  • Follow up with customers and 3rd party payment processing partners on the status of requested account updates
  • Contribute to payments related knowledge, documentation, and training
  • Update merchant payment information and any other relevant account information
  • Support internal Mindbody teammates to help resolve any merchant payment related issues
  • Responsible for managing customer inquiries regarding merchant payment issues, requests, invoices, or other issues

Skills & experience

  • Experience in merchant payment processing, preferred.
  • SaaS (Software as a Service) merchant payments experience preferred.
  • 2+ years of Customer Service experience
  • Ability to read and analyze customer questions.
  • Ability to effectively present information and respond to customer questions, both orally and written.
  • Strong attention to detail.
  • Extremely organized.
  • Ability to identify and resolve complex merchant payment issues while remaining within established department process guidelines.
  • Proven ability to handle a high call and email volume (inbound and outbound contacts)
  • Ability to handle escalated and complex customer issues with confidence, patience, and poise
  • Right to work in the UK

 

 

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

Mindbody is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

California Applicants Privacy Notice | UK/EU Applicants Privacy Notice

Apply for this job
See more jobs at Mindbody

Related jobs