Payments Onboarding Specialist

Role Overview

The Payments Onboarding Specialist plays a key role in helping Quilt's new customers get set up and ready to process payments successfully. You'll guide merchants through the onboarding process — from initial setup and verification (KYC) to go-live — while managing a portfolio of accounts and ensuring each customer's smooth transition onto the platform.

This role blends customer enablement, proactive outreach, and operational excellence, helping drive activation, adoption, and satisfaction in one of Quilt's most critical growth areas.

Please note that this role is based out of our office in Provo, UT.

Key Responsibilities

• *Customer Onboarding:*
  Serve as the primary point of contact for new merchants as they onboard to Quilt's payments platform.
• *Portfolio Management:*
  Manage a portfolio of assigned accounts, ensuring timely progress through the onboarding and activation lifecycle.
• *Proactive Outreach:*
  Conduct outreach to guide merchants through setup, troubleshoot blockers, and ensure readiness to process payments.
• *KYC and Verification:*
  Assist merchants with Know Your Customer (KYC) requirements and other compliance-related steps to activate payment accounts.
• *Activation Goals:*
  Drive onboarding completion rates by meeting individual and team activation targets and quotas.
• *Process Improvement:*
  Identify friction points in the onboarding journey and collaborate with internal teams (CX, Product, Risk, and Payments) to streamline the experience.
• *Education and Enablement:*
  Help merchants understand best practices for payment processing, hardware setup, and compliance.
• *Collaboration:*
  Partner closely with Sales, Implementation, and Support to ensure a seamless handoff and long-term customer success.
• *Documentation:*
  Maintain detailed notes and progress tracking in internal systems (Salesforce, etc.) to ensure visibility across teams.

Qualifications

• Education: BA/BS degree preferred, but not required.
• Experience: 1–3 years of experience in customer onboarding, account management, or payments operations.
• Technical Aptitude: Comfortable learning new systems; experience with Salesforce and Google Workspace preferred.
• Communication: Excellent written and verbal communication skills; confident interacting with merchants and internal stakeholders.
• Organization: Ability to manage multiple onboarding projects at once with strong follow-through.
• Proactivity: Self-starter who anticipates customer needs and drives outcomes without waiting for direction.
• Customer Focus: Empathetic, patient, and committed to delivering a best-in-class onboarding experience.
• Goal-Oriented: Motivated by measurable outcomes, such as activation and completion targets.

What We Offer

• Certified Great Place to Work (2022)
• Company Events: Monthly company gatherings and team-building activities.
• Retirement: 401(k) investment opportunity.
• Healthcare: Medical, Dental, and Vision coverage.
• Time Off: 120 hours of paid time off per year.
• Compensation: $50–60k per year, depending on experience and performance.

If you're passionate about helping customers succeed and enjoy driving measurable impact in a dynamic environment, this is the role for you. Join our team and help merchants get up and running with Quilt's payments platform.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

About Quilt Software

Ever wondered how your favorite local shops compete with the big guys? That's where we come in. We're Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions.

If you get a kick out of supporting local businesses, love great software, and want to be part of a company that's powering Main Street, we'd love to chat. Come join us in our quest to keep local retail not just alive, but thriving

Notice - Employment Scams
Communication from our team regarding job opportunities will only be made by a Quilt Software employee with an email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers, or banking information. If you believe a scammer is contacting you, please mark the communication as "phishing" or "spam" and do not respond.