Merchant Success Manager (Support Manager +)

Key Descriptors: Team Leadership • Service Standards • Metrics Driven

Role Snapshot: Lead, train, and develop the Merchant Success team, jumping into frontline calls when needed and owning the SOPs, FAQs, dashboards, SLAs, and KPIs that keep service consistent and attrition low, so merchants have a dependable partner as agentic commerce and EPD Commerce change how they sell and get paid.

About Easy Pay Direct & EPD Commerce

Commerce is entering a New Era...

Agentic Commerce will facilitate AI agents buying and selling.

Our new platform, EPD Commerce is at the forefront of this wave.

It connects products, checkout, subscriptions, payments, revenue recovery, and agentic flows in one system.

Business owners can talk to their transaction data, ask their own AI agent about their business, and have that agent take action on their behalf.

Over the last 14 years, Easy Pay Direct has helped more than 100,000 businesses accept payments, navigate complex processing requirements, and grow.

That experience is the foundation for EPD Commerce, our AI-powered commerce platform.

Based in East Austin, were founder-led and 100% founder-owned.

Without outside investors, we have the independence to move quickly, invest for the long term, and build around the needs of the businesses we serve.

Joining our team means helping build the next generation of commerce on the foundation of an established payments business.

Youll work on real problems for real business owners, with the opportunity to shape both what we build and how we build it.

Our mission is to make running a business easier, so merchants can spend less time managing systems and more time serving their customers and generating revenue.

Why Join Us

Were a high-performing, collaborative team that values ownership, initiative, and continuous improvement. Here, your fingerprints are on the product, leadership knows your name, and your work shapes the future of the company. Youll help launch a new platform from the start, not maintain someone elses.

Your goal is to optimize the staff experience that underpins our client experience, resulting in raving fans and thriving team members. Youll lead the team merchants rely on most, and your standards will shape how every merchant feels about their relationship with Easy Pay Direct.

About the Role

Easy Pay Direct is looking for a Merchant Success Manager to train, develop, encourage, and oversee the members of our Merchant Success department.

Youll make sure service level agreements (SLAs) and KPIs are not only met, but managed effectively and consistently optimized. Youll live by your dashboards and metrics, and youll keep the quality of our messaging consistent with the Easy Pay Direct brand.

Clear and personable communication, inside and outside the company, is critical. Youll manage experienced support professionals and a variety of merchant situations where emotions can range from excited and energetic to upset and frustrated. Your demeanor, level of support, and technical and payments expertise are at the core of how our clients feel about Easy Pay Direct.

Your team of Merchant Success Executives is the first line of support for merchants after they open a merchant account or gateway account with Easy Pay Direct. Merchant Success Executives help Gold and Platinum merchants integrate with the Easy Pay Direct gateway or other gateways, train them to accept payments, run Payment Optimization Calls, resolve transaction issues, and work to control attrition. Youll step into that work when needed.

As EPD Commerce and agentic commerce change how merchants sell and get paid, your team will be the dependable partner they turn to. This role is onsite in our East Austin office.

Quick Snapshot

• Location: East Austin, TX (Onsite)
• Compensation: 1st year compensation of $105,000 on average ($95,000 base salary plus incentives)
• Reports To: VP of Operations
• Experience Requirement: 2+ years of merchant services experience and 2+ years of customer service management experience

Why This Role is Different

• Lead the team at the center of the merchant experience.
• Build the playbook: SOPs, FAQs, dashboards, and reports.
• Own the metrics that matter, including SLAs, KPIs, onboarding and support times, and attrition.
• Shape how merchants learn the Easy Pay Direct gateway through video and text FAQs.

What Success Looks Like

Within your first year, youll:

• Build and refine MSE Standard Operating Procedures and FAQs, with the team consistently following them.
• Stand up Merchant Success dashboards and reports that give clear visibility into SLAs and KPIs.
• Publish video and text FAQs covering how to use every aspect of the Easy Pay Direct gateway.
• Improve onboarding and support response times.
• Measure, monitor, and reduce attrition rates.
• Develop each team member through coaching and training, using Performance Improvement Plans when needed.
• Keep messaging quality consistent with the Easy Pay Direct brand across every channel.

What Youll Do

• Train, develop, encourage, and oversee the Merchant Success Executive team.
• Stay close to merchants by jumping into frontline support calls when needed.
• Build and refine MSE Standard Operating Procedures and FAQs.
• Create video and text FAQs that explain how to use every aspect of the Easy Pay Direct gateway.
• Build and manage Merchant Success dashboards and reports.
• Ensure adherence to current SOPs and baseline standards.
• Create Performance Improvement Plans when needed.
• Measure, monitor, and improve attrition rates.
• Ensure expedience in both onboarding and support times.
• Oversee the teams work across chat, phone, and direct messaging channels (Facebook and other social platforms), including integrations, Payment Optimization Calls, chargeback and decline support, third-party services such as chargeback mitigation and decline salvage, retention outreach, and converting non-EPD MIDs.
• Make sure every interaction is documented in HubSpot. If its not in HubSpot, it didnt happen.

What Were Looking For

Required Qualifications

• 2+ years of merchant services experience.
• 2+ years of customer service management experience.
• Strong technical comfort. You dont need to be a developer, but you use technology throughout your work and life.
• An Always Be Learning mindset. We focus on Growth and Persistence.
• Open, effective communication: you relay information clearly, concisely, and engagingly, and adjust to best engage our clients.
• The ability to prioritize multiple tasks at once.
• Excellent organizational skills and tech-savviness, including organizing documents and information across multiple software platforms and following data management protocols.
• Initiative, creativity in pursuing your goals, and the ability to adapt to a changing environment.

Benefits

• Health Insurance
• Dental and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• East Austin Office with On-Site Shower, Steps Away from Restaurants & Coffee Shops
• Fully Stocked Office Kitchen and Snacks
• Frequent Company Outings & Happy Hours

Ready to Build Whats Next?

If youre energized by ownership, thrive in environments with ambiguity, and enjoy building products that solve real customer problems, and you want to help build the future of commerce, wed love to meet you.

Easy Pay Direct is an equal opportunity employer.