Customer Support Specialist

Customer Success Specialist – Fintech
Location: Boca Raton, FL (Onsite)
Shift: 9:00 AM – 6:00 PM
Status: Non-Exempt / Hourly
About the Role
TouchSuite is seeking a Customer Success Specialist to join our growing team. This role is essential in onboarding, supporting, and growing relationships with fintech merchants and partners. As the first point of contact for many of our clients, you’ll ensure they maximize value from our payment solutions while delivering an exceptional customer experience that drives long-term loyalty.
This is a great opportunity for someone who thrives in a fast-paced environment, enjoys problem-solving, and wants to make a meaningful impact in the fintech/payments industry. What You’ll Do
Onboarding & Relationship Management

• Guide merchants through setup of fintech products, integrations, and payment systems.
• Build and maintain strong relationships by aligning solutions to client goals.
• Serve as a trusted advisor, helping merchants adopt and optimize our technology.

Customer Support & Retention

• Respond to phone, email, and ticket inquiries with professionalism and care.
• Troubleshoot and resolve issues, coordinating with technical and operations teams.
• Handle service and billing concerns with empathy and efficiency.
• Collect and act on customer feedback to improve satisfaction and retention.

Business Enablement & Advocacy

• Perform payment statement analysis to identify savings and optimization opportunities.
• Recommend strategies to increase product adoption and merchant performance.
• Act as the “voice of the customer” to help improve products, processes, and policies.

Collaboration & Growth

• Partner with Business Development Managers on revenue growth initiatives.
• Stay current on payments/fintech trends, competitor offerings, and emerging tech.
• Assist with portfolio transitions, new program launches, and partner success projects.

Some Tools & Platforms You’ll Use

• Salesforce.com (CRM)– for managing merchant relationships, cases, and onboarding workflows.
• Fiserv AccessOne – for portfolio management, transaction research, and reporting.
• TSYS – for merchant account maintenance, dispute resolution, and billing management.

What We’re Looking For
Skills & Competencies

• Excellent communication skills – able to explain fintech concepts in simple terms.
• Strong relationship builder with a customer-first mindset.
• Analytical thinker, comfortable interpreting merchant data and identifying insights.
• Problem-solver with critical thinking, diplomacy, and professionalism.
• Flexible and adaptable in a high-energy, fast-changing environment.
• Team-oriented, reliable, and motivated to succeed.

Experience & Education

• Bachelor’s degree in Business, Finance, Communications, or related field OR 5+ years of customer success, client services, or account management experience.
• Payments, fintech, or SaaS experience preferred
• Familiarity with EMV, PCI compliance, and merchant services is a plus.
• Willingness to work overtime during high-volume periods and occasional after-hours support when needed.

Why to Join TouchSuite

• Be part of a leading fintech/payments company with a strong track record of growth.
• Work alongside a collaborative, entrepreneurial team.
• Opportunity to make an impact with merchants nationwide.
• Competitive pay and growth potential.

Apply Today – If you are passionate about customer success, love solving problems, and want to develop a career in fintech, we’d love to meet you.