Partner Care Advocate

Job title: Partner Care Advocate 

Reports to: Senior Director, Partner Care

Department: Customer Care

Location: Alpharetta, GA

Grade: 14

About Priority: 

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

The Partner Care Advocate is responsible for delivering high-quality inbound and outbound support to our sales partners and Independent Sales Organizations (ISOs). This role ensures timely resolution of partner inquiries, provides education and training on products and platforms, and helps maintain strong, trusted relationships with both assigned and unassigned partners.

As a frontline advocate, the Partner Care Advocate acts in the best interests of our partners while aligning with company goals. This individual will work cross-functionally with departments across the organization to address escalations, support operational needs, and contribute to retention and growth initiatives.

Responsibilities: 

Partner Care

• Respond to partner inquiries via phone, email, and support queues, ensuring timely and professional resolution.

• Build and maintain quality business relationships with a broad range of sales partners.

• Act as a partner advocate while maintaining alignment with company objectives and policies.

• Communicate with other departments to ensure partners receive optimal service and timely follow-up.

Operational Support & Issue Resolution

• Facilitate escalated service, sales, and technical requests with relevant teams.

• Review and resolve sales partner residual and commission-related issues.

• Ensure service is delivered within established timeframes and department SLAs.

• Maintain and update partner accounts, including Retention Queue cases, with appropriate actions to retain or close accounts.

• Technical Support & Product Expertise.

• Work directly with processing platforms to complete technical and operational tasks.

• Recommend appropriate product solutions based on partner needs and industry trends.

Education, Training & Retention

• Administer ongoing training on Priority’s suite of products and services.

• Provide education and troubleshooting to ensure merchant and agent success.

• Distribute key product updates and training materials as requested by leadership or other departments.

Reporting & Feedback

• Complete and submit assigned status and activity reports.

• Provide feedback to leadership on recurring issues, client concerns, and service recovery efforts.

• Collaborate with Customer Service Managers to exceed service expectations.

What Success Looks Like:

A successful Partner Care Advocate in fintech builds trust with strategic partners, resolves issues with speed and precision, and acts as the voice of the partner within the organization. They combine customer success, technical troubleshooting, and industry acumen to ensure long-term partner health and retention in a fast-moving, high-stakes environment.

Required

• High school diploma with 3+ years of experience in a relevant field, or a bachelor’s degree with related experience.

• 1-2 years of customer support, relationship management, or client-facing experience. 

• Strong communication skills—both written and verbal—with a clear, professional tone.

• Demonstrated ability to resolve issues under pressure and deliver exceptional service in emotional or difficult situations.

• Technical aptitude for troubleshooting hardware, software, and payment platforms.

• Experience with commission structures, terminal configurations, and payment processing workflows.

• Proficiency with Microsoft Office, Google Workspace, and CRM/project management tools.

Preferred

• Experience in the payments, merchant services, or fintech industries.

• Proficiency with Microsoft Office, Google Workspace, and customer support tools.

• Familiarity with MX™ Merchant, MX™ Connect, and PCI compliance support.

• Ability to work collaboratively across departments and build strong internal relationships.

• Attention to detail, accuracy, and a drive for continuous improvement.

Key Competencies

• Customer-focused problem solver with a proactive mindset.

• Excellent interpersonal and team collaboration skills.

• Ability to multi-task and manage shifting priorities.

• High ethical standards, integrity, and accountability.

• Willingness to learn, grow, and contribute to team success.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $55k-$62k
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs
• 401(k) match
• Employee Stock Purchase Program (ESPP)
• HSA and FSA options
• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage
• Mental health support for employees and dependents through Lyra Health
• Family planning and women’s health benefits through Carrot
• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement
• Leadership development programs
• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.
• Requires the ability to lift 10 pounds.
• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.