Customer Success Associate

Values at PublicSquare, Credova, and EveryLife:

• We are united in our commitment to freedom and truth - that's what makes us Americans.
• We will always protect the family unit and celebrate the sanctity of every life.
• We believe small business and the communities who support them are the backbone of our economy.
• We believe in the greatness of this Nation and will always fight to defend it.
• Our Constitution is non-negotiable - government isn't the source of our rights, so it can't take them away.

The Credova Team at PublicSquare is looking for a Customer Success Associate to support our growing network of merchants using our Buy Now, Pay Later (BNPL) and digital payment solutions. This role is ideal for individuals eager to start a career in fintech, e-commerce, or payments, with a strong focus on customer relationships, retention, and product adoption.

As a Customer Success Associate, you will work closely with merchants after they onboard, ensuring they understand how to leverage our solutions effectively. You will serve as a trusted advisor, helping merchants optimize their payment performance, troubleshoot issues, and identify opportunities to grow their business with our platform.

Responsibilities:

Merchant Relationship Management

• Serve as the primary point of contact for a portfolio of merchants.
• Ensure merchants successfully adopt and utilize BNPL/payment solutions.
• Conduct regular check-ins and business reviews to help merchants optimize their use of the platform.
• Address merchant inquiries, providing guidance on product features, analytics, and best practices.

Performance Optimization & Retention

• Monitor merchant performance metrics
• Identify trends and areas for improvement
• Provide data-driven insights to help merchants increase transaction volume and customer engagement
• Proactively identify at-risk merchants
• Implement strategies to improve retention

Support & Issue Resolution

• Troubleshoot and escalate operational, payment, and technical issues as needed.
• Work closely with internal teams, including Product, Customer Support, and Risk, to resolve merchant concerns.
• Educate merchants on new product features, updates, and enhancements to maximize their success.

Collaboration & Process Improvement

• Gather merchant feedback and provide insights to improve our products and services.
• Assist in developing merchant enablement materials, including guides, FAQs, and training content.
• Support internal initiatives aimed at enhancing the overall merchant success experience.

Qualifications:

• Bachelor’s degree or equivalent work experience preferred.
• 0-2 years of experience in customer support, account management, fintech, payments, or e-commerce (internships or part-time experience welcome).
• Strong relationship-building and communication skills.
• Ability to analyze merchant data and provide actionable recommendations.
• Basic understanding of e-commerce platforms (BigCommerce, WooCommerce, Magento) is a plus.
• Comfortable using CRM and analytics tools (HubSpot, Salesforce, Zendesk, etc.).
• Ability to manage multiple priorities in a fast-paced environment.
• Passion for fintech, digital payments, and helping businesses grow.

 What we offer:

• Insurance: The company covers 100% of the premiums for Medical, Dental, Vision, and Life Insurance, with some plans including an HSA with a company contribution.  
• Retirement Planning: 401(k) with a 100% employer match up to 4%. 
• Work-Life Harmony: Generous Paid Time Off and Paid Holidays. 
• Make More Babies: Paid Parental Leave and a $5,000 Baby Bonus when you grow your family. 
• Savings: Discounts on our brands. 
• Recognition: Rewards and recognition bonuses. 
• Free Speech: Ability to respectfully express your views, even on sensitive topics. 
• More to Come!