• Provide inbound support to customers using a major US consumer tax software platform. • Supporting customers through inbound phone and chat. • Guiding customers through tax software navigation and product usage. • Helping customers understand where to click, how to move through the software, and how to complete the next steps. • Assisting customers in locating prior-year tax returns, amendments, and account information. • Troubleshooting common “how-to” questions and basic technical issues using scripts, workflows, and knowledge base articles. • Identifying the correct issue and selecting the right support workflow or solution. • Maintaining accurate notes, tags, and documentation for every interaction. • Escalating issues outside Tier 1 support scope to senior support or tax expert teams. • Delivering empathetic, professional customer service while handling sensitive customer information securely.

• Support and guide high-value clients using proven marketing systems and strategies. • Build and maintain professional relationships that deliver measurable results. • Provide expert-level problem-solving, guidance, and coaching to ensure client success. • Leverage digital tools and insights to optimize outcomes for clients and colleagues.

Role Description The Merchant Support Specialist is responsible for managing, processing, and maintaining the merchant onboarding process. This position plays a pivotal role in ensuring a seamless and efficient onboarding experience. - Work closely with the sales team to ensure clients are onboarded accurately and in a timely manner. - Conduct due diligence to verify merchants and ensure the accuracy of the information provided. - Provide customer service by answering support calls and emails. - Possess a deep understanding of the payment industry, merchant pricing models, client needs, and the PayConnect product. - Support phone calls for merchants, boarding applications, training, and installations. Qualifications - GED or High School Diploma. - College Degree (preferred). - Ability to apply broad product knowledge and sales skills. - Capable of copywriting materials. - Ability to coordinate the work of others. - Strong verbal and written communication and interpersonal skills. - Proficient in all MS Office applications and use of the internet. - Ability to successfully multitask with accuracy in a fast-paced environment. - Working knowledge of technical and procedural aspects and functions. - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Requirements - Manage the end-to-end onboarding process for new credit card applications from dentists. - Communicate effectively with the sales team, providing timely responses and guidance on onboarding questions and requirements. - Answer support calls and emails from clients, addressing their inquiries and concerns related to the onboarding process. - Collaborate with cross-functional teams to ensure a seamless onboarding experience for dentists. - Continuously improve onboarding systems and processes, identifying areas for optimization. - Conduct training sessions and provide guidance to dental office staff on credit card solutions. - Stay up to date with industry trends and regulations related to credit card solutions for dentists. - Maintain accurate and detailed records of all onboarding activities. - Collaborate with the product team to provide feedback and insights from the onboarding process. - Assist with special projects and initiatives related to onboarding. - Consistently meet company and department policies and expectations. - Live DentalXChange’s company values: Actively Care, Try Hard, Be Humble, and Feedback in a Gift. - Other duties as assigned. Benefits - Challenging and rewarding career opportunities with room for growth. - Medical, dental, and vision benefits – eligible first of the month after start date. - Unlimited PTO. - Paid time off for sick, jury duty, bereavement. - 10 company paid holidays. - 401k with company match. - Health Advocate. - Healthcare and dependent care flexible spending accounts. - Friendly co-workers and a positive culture!

• Lead and develop the support team You are the primary people leader for the support team. Run weekly 1:1s with a consistent structure (metrics, quality, development, blockers), build and run a rubric-based QA process with direct coaching, manage performance actively in both directions, and own scheduling and coverage modeling in partnership with the Head of Customer Experience. • Manage the operational systems Routing, escalation paths, SLAs, and tooling are the infrastructure every support interaction runs on. Lead the definition of tiered SLA standards by customer segment, own routing and workflow logic in partnership with RevOps, define and document escalation criteria, build a standardized bug escalation path from CX to Engineering, and evaluate and recommend tooling improvements with a clear business case. • Build visibility into what's actually happening Partner with the Head of Customer Experience on metric dashboard development, monitor queue health daily, surface escalation patterns before they become visible externally, and track the full metrics stack • Own the help center, Fin, and team development Own the help center end-to-end auditing content against top contact drivers and measuring real deflection. Own Fin configuration and performance. Build and run the team training program: structured onboarding, ongoing development, and proactive product training ahead of releases. Identify high performers and give them a clear path forward. • Represent support cross-functionally Run a structured VOC cadence to surface support patterns to Product and Engineering. Own the CX side of incident response — team coordination, customer-facing communications, and post-mortems. Partner with Sales on free-to-paid conversion signals coming through support.