Job Description

Join our dynamic team as the Merchant Suport Team Lead! Take charge of Tier II merchant support, ensuring swift service delivery and seamless account maintenance. Embrace the opportunity to mentor and develop team members while collaborating with various departments to provide exceptional support to Gains merchants. Apply now and be at the forefront of delivering outstanding merchant support!

Qualifications

• Consistent exceptional performance versus key performance indicators 
• Demonstrated expertise in Daxko’s payments-related products and services 
• A proven ability to build strong collaborative working relationships with business partners 
• Excellent communicator able to convey complex ideas succinctly  
• Exceptional customer service skills including patience and empathy 
• Critical thinking and problem-solving skills 
• Strong computer and multi-tasking skills \
• Ability to work as a valued teammate, manage time effectively, prioritize, and take initiative 
• Ability to work effectively in a fast-paced, high-volume environment 
• Strong attention to detail 
• Bachelor’s Degree 
• Six (6) years of Customer Service experience 
• Five (5) years of experience working with credit card / ACH processing and/or fintech companies 
• Proficiency using PC  
• Demonstrated expertise in customer service 
• Demonstrated ability to effectively manage complex financial projects 
• Demonstrated ability to effectively manage customer escalations 

Supervisory Responsibilities: 

• Evaluates and provides real-time feedback on team and individual performance 
• Trains and/or ensures that team members are properly prepared for their specific roles 
• Manages the team’s work schedules and PTO  
• Coordinates on-going team training initiatives 
• Manages resource allocations and makes staffing recommendations  
• Responsible for overall merchant satisfaction in relation to Gains items 
• Responsible for overall team performance versus department and company KPIs 

In your day-to-day you will:

• Oversee day to day functions of the Merchant Support Team 
• Lead a team of Merchant Advocates across all Daxko products to ensure that merchant issues are promptly resolved with 100% accuracy  
• Lead a team of Risk and Underwriting Specialists across all Daxko products to ensure that merchant account items are promptly resolved with 100% accuracy  
• Manage escalated issues to provide exceptional merchant experiences 
• Serve as a resource for the team to successfully manage complex merchant launch, risk, and funding situations 
• Provide Payments Leadership with strategic input in areas such as team structure, process improvement and new product implementation plans 
• Own, analyze and deliver team performance metrics to Payments Leadership 
• Drive overperformance of the team through routine analysis of KPIs and processes improvement 
• Encourage and motivate team members by providing ongoing coaching and direction  
• Build and promote a positive and collaborative culture across Payments teams 
• Own team documentation, SOPs maintenance and creation of best practice documentation 
• Maintain a thorough understanding of processor / vendor products, platforms, and systems 
• Serve as a Daxko payments related products and services expert  
• Follow all organizational compliance policies and standard operating procedures 
• Consistently exceed team weekly, monthly, and quarterly key performance indicators. 
• Lead team trainings to grow team product and payments expertise 

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Job Description

Daxko is seeking a software artisan with experience in .NET, SQL, and AWS to be a hands-on engineer on our payments team. As a Senior .NET Developer, your work will be focused on building a secure payment gateway for all our Daxko products. We are an Agile/Scrum shop with a strong sense of teamwork and collaboration, where teams are encouraged to operate with the autonomy and flexibility of startups, while enjoying the benefits of being part of an established company. If you believe in community-driven development, consider writing code as a craft, and have a desire to be a lifelong learner, then we invite you to read on and apply. 

Here are a few things you'll likely find yourself doing in this role...  

• Delivering high-quality, unit-tested code by practicing pragmatic software engineering principles 
• Working with the team to size and groom the product backlog 
• Leveraging Agile best practices (vertical vs. horizontal development, breaking things down into smaller pieces, driving to done) 
• Working with the team to own products and features end-to-end 

Qualifications

Here's what you need to have... 

• Working knowledge of current .NET architectural/development best practices and design patterns 
• Bachelor’s degree in an Engineering-based discipline OR equivalent experience  
• 2-5 years’ work experience programming with C# 
• Strong SQL skills and TSQL experience
• Experience developing and consuming RESTful APIs 
• Knowledge of available tools, technologies, methodologies, processes, and best practices to develop software 
• Strong analytical/problem-solving skills and a craving for details 
• Be open to new technologies, industry trends and the ability to adopt the latest design methodologies 
• Solid interpersonal skills and comfort in a collaborative development environment 
• Ability to build positive relationships with internal and external stakeholders 

A plus if you have experience with some of these... 

• Realtime Data Streaming and event-driven architectures (e.g., Kafka, Kinesis) 
• AWS Messaging Services (e.g., SNS & SQS) 
• Container platforms (Docker, Kubernetes) 
• Agile Methodology 
• NoSQL databases 
• Prior experience with developing PCI-compliant applications 
• Unit Testing Frameworks (e.g., MOQ) 

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Job Description

Join our dynamic team as a Senior Website Developer and spearhead the customization and development of our cutting-edge website platform and associated projects. In this pivotal role, you will collaborate closely with our talented UX/UI design team to craft bespoke and semi-custom websites and products. Working in synergy with fellow developers and designers, you'll ensure the seamless completion of projects to meet our clients' unique needs. Furthermore, you'll engage directly with account managers and clients, ensuring timely project development and delivery. If you're passionate about innovation and thrive in a collaborative environment, we want you on our team!

Qualifications

• Strong teamwork and independent work skills in fast-paced environments, adept at meeting deadlines.
• Ability to manage multiple projects concurrently and prioritize tasks effectively.
• Proficiency in clear documentation, both for codes and processes.
• Commitment to staying updated on industry trends and acquiring new technical skills.
• Excellent verbal and written communication skills, including client interaction.
• Exceptional organizational skills, attention to detail, and problem-solving abilities.
• Proficiency in Microsoft Office Suite or related software.
• Understanding of digital marketing concepts.
• Over 4 years of WordPress development experience, including headless setups and SSH/SQL proficiency.
• Mastery of WordPress hooks, filters, custom post types, and taxonomies, with familiarity in Advanced Custom Fields plugin.
• Extensive experience in custom theme development and plugin creation.
• In-depth knowledge of APIs and Gateways.
• Over 3 years of frontend development experience in JavaScript, HTML, and CSS.
• Experience in large-scale enterprise builds within fast-paced environments.
• Capability to execute the full software life-cycle development process, from architecture to maintenance.
• Completion of a development bootcamp or equivalent coursework.
• Bachelor’s degree or higher in development, communications, business, or relevant field, or equivalent industry experience.

In your day-to-day, you will:

• Utilize front-end web development (HTML, CSS, JavaScript) and back-end web development (WordPress, PHP, MySQL) skills to support and complete projects.
• Use some light server administration to support website hosting of projects (Windows, Linux, Apache).
• Train and mentor team members on development projects and skills related to development and processes.
• Utilize project management skills, such as timeline management, resource coordination, and communication, may be required for specific custom website development projects.
• Participate in regular project ownership of development projects to ensure a supportive lifecycle.
• Continuous work with UX designer to build custom website solutions on the WordPress platform.
• Proofread & edit website content as needed or as directed by customers.
• Update digital media on customers' websites, editing images when necessary.
• Respond to tickets regarding text & image changes for existing customer websites.
• Ensure that websites and projects are completed and launched within a set timeframe.
• Ongoing troubleshooting and resolution of issues/bugs on websites/projects.
• Collaboration with Customer Success Teams to provide excellent customer service to website and digital marketing customers.
• QA websites/projects for development issues and best practices from other developers/designers prior to launch.

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Job Description

Do you know what it takes to deliver a WOW customer experience? Are you passionate about Customer Service? Daxko’s Customer Service Team is looking for a WOW-provider to support its Operations and Accounting software. We need someone with personality and versatility that can take initiative, manage team projects, build rapport, and build lasting client relationships. Think you’re up to the task? 

The Customer Service Advocate – Accounting Specialist reports to the Customer Service Team Lead on our Nonprofit Daxko product.

What you'll be responsible for...

• Talk the Talk.  Effectively communicate with staff at all levels in an organization and more specifically with CFOs, accountants, business managers, and auditors.
• Answer the S.O.S.  Answer product questions and clearly explain technical concepts to a non-technical audience. 
• Show them the way.  Help customers better utilize our software by providing best-practice consulting and on the spot product training.
• Fix problems.  Be prepared to investigate and diagnose system issues via research and testing.  
• Own it.  You’ll need to think for yourself, take initiative, and act innovatively to help our customers and Daxko succeed.
• Hit the bulls-eye.  You’ll have goals around call volume and quality.  Aim high…
• Share your stats.  We don’t need to know your shoe size, but we will need you to report on various performance metrics.
• Never stop learning.  Participate in team trainings and professional development opportunities in order to become an expert.

Qualifications

Required Skills/Abilities:

• Accounting knowledge is a must
• Self-starter mentality with the ability to take ownership of individual work
• Strong interpersonal and communication skills
• Strong computer and multi-tasking skills
• Create, build, and maintain relationships and rapport with clients
• Identify complex problems and information to develop and evaluate options and implement solutions
• Ability to work comfortably in a fast-paced, high-volume call center environment
• Ability to handle stressful situations or dissatisfied customers
• Train and teach others how to use product(s)
• Availability to work 8 hours each day, Monday through Friday with periodic on-call time

Required Education and Experience:

• Bachelor’s degree with an Accounting Major/Minor or related field OR two (2+) years of accounting experience

Preferred Education and Experience:

• Bachelor’s degree with an Accounting Major/Minor or related field
• 1+ years of relevant experience
  • Customer Service Experience
  • Technical, help-desk, or support experience
  • Experience using a CRM software, such as Salesforce

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