VersiTech / Bold Integrated Payments / Tonic
Partner Experience Specialist
Bold integrated Payments - Remote - Full Time
Position Overview
The Partner Experience Specialist (PXS) role’s primary focus is to provide exceptional partner service, enhance partner satisfaction, and contribute to brand loyalty by addressing inquiries, resolving issues, and ensuring a positive overall experience. Strive to exceed partner expectations, uphold company values, and contribute to a positive and partner-centric organizational culture.
Company Overview
At VersiTech, we transcend the traditional boundaries of a tech company. We’re innovators at heart, problem-solvers in action, and growth partners in spirit. Our legacy is a commitment to forward-thinking and customer centric solutions, tailored to our partners and merchants within the hospitality industry. In every solution we create and every service we offer, our ethos is clear — technology should not just be advanced but also accessible and user-friendly. We focus on building lasting relationships, deeply understanding the challenges our clients face, and fostering their success every step of the way.
VersiTech’s two product lines, BOLD Integrated Payments and Tonic POS Software, are meticulously crafted to meet the dynamic needs of modern businesses. Together, our product lines achieve a full sit-to-stand customer experience for restaurants, bars, nightclubs and others in the hospitality space.
Who We Are
We run on a rapidly growing and widely accepted business operating philosophy called, “EOS” (Entrepreneurial Operating System). In learning to utilize EOS, you will have the ability to drive growth and be an empowered decision maker, something that you can’t get in large, slow-moving organizations.
We strive to live our values every day and, in every way, and are looking for others who feel the same way:
- We are ALL IN: committing wholeheartedly to a single vision and focused to achieve success for ALL involved - our employees, our partners, our vendors, our communities.
- We are HUMAN: grounded in accountability, genuineness, and the strength of our relationships and different perspectives.
- We DARE TO BE DIFFERENT: embracing a culture of fun and approachability, prioritizing our partners and team members first.
How will you make an impact in this role?
In this role, you’ll be responsible for ensuring partner satisfaction and maintaining positive relationships by managing the day-to-day transactional needs of the partners and collaborating with other levels of the Partner Experience department, resulting in overall partner retention. This means you will work closely with Senior Partner Experience Managers and Strategic Account Managers within your department and with the Client Services department to get the most ideal outcome for the partners. You will report into the Director of Partner Experience.
What will you be doing on a day-to-day basis?
- Maintain the PX call queues
- Queue Masters maintain case queues and assign cases where applicable
- Assist in the onboarding process of new partners with the PXM and SAM, if applicable
- Assist with new PXS new hire mentoring, upon request
- Work on and assist with assigned Projects as applicable
- Collaborate with CS where applicable
- Responsible for completing the following Case types
- (case types included but not limited to)
- Application Boarding - PXS keying application
- Application Boarding assistance - Partner made an application but may need help
- Pended Deals
- Account Closures
- Declined Deals
- Merchant Moves
- Panda Docs (e-signature capture)
- Portfolio Build
- Sub Agent Setup
- Data Research
- Uploading Statements
- TIN Invalidations
- Statement requests by Partners
- Password Resets
- VAR Request
- MXC Cases to PPS
- (case types included but not limited to)
- SLA Performance
You know you are successful when:
- Easily adapt to changes and new information utilizing independent thinking and resources at hand.
- Deep understanding of internal and client-side operational processes related to the services and products.
- Meticulous attention to detail to ensure accuracy and completion of tasks
- Client-centric mindset with a focus on exceeding expectations and building trust.
- Communicate effectively internally and externally with tools provided
- Work with urgency- a pace that produces high-quality outcomes
- Make well-informed decisions = seeking input from others as needed based on impact and performance
- Be proactive and responsive; less reactive
- Experience in the Payments Industry a must
The hours of operation for this role will fall within 8am – 5pm EST.
This is a remote role with no expectations of travel.
We stand behind our colleagues and loved ones with benefits and programs that support one another’s holistic well-being. That means we prioritize physical, financial, and mental health through each stage of life. VersiTech benefits include:
- Competitive base salaries
- 401(k) program with available company match
- Variety of medical, dental, and vision insurance plans to choose from
- Robust supplemental insurance offerings - life insurance, disability benefit, & even discounts on pet insurance!
- FSA/HSA availability
- Employee Assistance Program, Caregiver Support Program, & an Adoption Assistance Program
- Career development and training opportunities
- 2 weeks PTO, plus 7 major holidays
VersiTech, LLC is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Employment eligibility in the U.S. is required as VersiTech, LLC will not pursue visa sponsorship for this position.
