SphereCommerce

The Merchant Boarding Specialist is responsible for enrolling new client accounts onto the TrustCommerce system and providing ongoing technical and administrative support. This role involves maintaining relationships with banking representatives and reseller partners to efficiently configure and support client accounts. | Candidates should have a high school diploma or equivalent and at least 2 years of experience in enrollment, billing, customer service, or account management. Preferred qualifications include knowledge of electronic payments and experience in a client boarding role. | The Merchant Boarding Specialist is responsible for enrolling all new client accounts on to the TrustCommerce system, as well as providing ongoing technical and administrative support involving account configurations (e.g., add-on services, merchant account changes, and equipment orders). The individual will work with the Sales and Business Development team to identify and collect the necessary information and paperwork for new accounts, work closely with merchant banks and reseller partners to receive required banking information, and board accounts. The individual will also be responsible for responding to customer service inquiries related to merchant banking and account configurations, from client accounts via merchant boarding support tickets. Responsibilities/Essential Functions: Maintains relationships with banking representatives and reseller partners in order to configure and support client accounts efficiently and effectively Provide support to merchants and bank representatives regarding banking-related issues as well as technical issues involving clients’ banks and/or setup configurations Enroll new accounts in accordance with service level agreements Processes account changes and updates as needed Maintains in-depth knowledge of TrustCommerce products and services Works closely with the Product and Technology department for issues related to new account setups, as well as with the Sales and Account Managers to maintain existing client relationships Escalates sales and technical issues as necessary Understand and adhere to organizational information security and regulatory compliance requirements. Align all work to company Mission, Values and Vision Environment/Conditions This will be fully remote. Occasional site visits may be required. This is a full-time position. Monday to Friday. Core office hours will be 8 hours within the range of hours. Depending on assigned responsibilities or projects, some nights and weekends will be required. On-site client visits as needed but rare. Impeccable communication skills, both verbal and written Clear, confident, telephone manner Be dedicated, reliable, details and solutions oriented Must thrive in a fast-paced, dynamic and diverse environment Strong influence and leadership skills Must possess the highest level of integrity, professionalism and excellence Practical experience with computer programs such as Microsoft Office Education and Experience: High School diploma or equivalent 2+ Year(s) in enrollment and billing, customer service, data entry, account management, or sales Preferred Experience and knowledge of the electronic payments and/or payment processing Experience and knowledge working within a client boarding role Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k, IRA) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off (Vacation, Sick & Public Holidays) Family Leave (Maternity, Paternity) Short Term & Long Term Disability Training & Development Work From Home Wellness Resources Note: Successful applicants must submit to a pre-employment background check and drug screen. Disclaimer: The job description serves as a summary of the typical functions and responsibilities associated with the position. It does not represent a complete or comprehensive list of all possible duties and tasks. As an employee, you may be assigned additional responsibilities beyond those explicitly mentioned here. Annual base salary gross: $40,000 - $55,000 The base salary range represents the anticipated low and high end of the Sphere salary range for this position. Actual salaries will vary and be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of Sphere’s total compensation package for employees. Other rewards and benefits include, health and dental insurance, STD/LTD, and accident and life insurance to name just a few! SphereCommerce is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. All your information will be kept confidential according to EEO guidelines.

Lead and manage client services operations, supervise and develop team members, analyze performance metrics, resolve escalations, and collaborate with internal and external stakeholders to improve service delivery. | 3-5 years leadership experience in client services or operations, preferably in payments or financial services, strong communication and problem-solving skills, and a bachelor's degree or equivalent experience. | The Client Services Manager is responsible for leading and managing client services operations to ensure delivery of exceptional client experiences. This role provides day-to-day direction, oversight, and support to the client services team, ensuring operational efficiency, adherence to company standards, and alignment with organizational goals. The Client Services Manager partners with cross-functional teams (Sales, Product, Development, Finance, and external vendors) to streamline processes, resolve client escalations, and identify opportunities to improve service delivery. This position is expected to exercise discretion and independent judgment in managing priorities, developing team performance, and implementing operational improvements. Responsibilities/Essential Functions: • Supervise, mentor, and develop client services team members, fostering a high-performance and client-centric culture, and supporting their professional growth and career development. • Oversee daily client services operations, including client support, account maintenance, billing and account reconciliation inquiries, and equipment support. • Monitor and analyze KPIs, reports, and dashboards to assess team performance, client satisfaction, and operational efficiency, and use findings to drive improvements and efficiencies across the team and wider organization. • Collaborate with leadership to implement process improvements, streamline workflows, and support automation initiatives. • Present on operational metrics, team performance, and initiatives to the senior leadership team. • Act as an escalation point for complex client issues, owning resolution from start to finish. • Proactively communicate findings, process and procedural updates to the team and wider organization, including providing both internal and external training as needed. • Use metrics and data to analyze and report on client and service trends, and ensure the Client Services team are prepared and equipped to handle inbound inquiries as appropriate. • Analyze recurring client and product-related issues using data and report findings to Product and Development teams, providing actionable recommendations for improvements. • Partner with internal teams and external vendors to ensure smooth execution of client-related projects and initiatives. • Support regulatory compliance and information security requirements in all client service processes. • Provide monthly reporting to leadership on client services performance, trends, and risks, including presenting on senior leadership business review calls. • Manage the Client Services day-to-day activities, including team scheduling, on-call coverage, overtime, and performance reviews as appropriate. Environment/Conditions • Remote, occasional on-site visits may be required. • Monday to Friday. Core office hours (8-hour day). After-hours availability may be necessary • Some travel necessary for team / client meetings • Strong knowledge of payment methods, platforms (i.e., gateways / ISVs / VARs), and processing (e.g., TSYS, First Data, Elavon, etc.). • Experience managing client-facing or call center operations. • Excellent communication skills (oral and written) with ability to influence, persuade, and resolve conflicts effectively. • Strong organizational and problem-solving abilities; capable of exercising discretion and independent judgment. • Strong proficiency in reviewing, preparing and analyzing operational data, and using findings to drive incremental improvements in collaboration with senior executives. • Strong collaborator, able to ingest, synthesize, and act on guidance and feedback from internal and external stakeholders. • Ability to adapt to changing priorities and manage multiple demands simultaneously. Education and Experience: • Bachelor’s degree in business, finance, or related field (or equivalent work experience). • 3–5 years of leadership experience in client services, account management, or operations, preferably in payments or financial services. • Demonstrated success in managing teams and improving operational processes. Supervisory Responsibilities • Directly supervises client services representatives and coordinators. Responsible for coaching, performance reviews, and workforce planning in alignment with department goals. Benefits • Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off (Vacation, Sick & Public Holidays) • Short Term & Long Term Disability • Training & Development • Work From Home • Wellness Resources Note: Successful applicants must submit to a pre-employment background check and drug screen Disclaimer: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice Compensation: Base salary range of $85,000 to $95,000 + Bonus potential The base salary range represents the anticipated low and high end of the TrustCommerce salary range for this position. Actual salaries will vary and be based on various factors, such as candidate’s qualifications, skills, competencies, and proficiencies for the role. The base salary is one component of TrustCommerce’s total compensation package for employees. Other rewards and benefits include health and dental insurance, STD/LTD, and accident and life insurance to name just a few!