Gift Card Support Specialist

Description

About eCard Systems

eCard Systems is a leading provider of outsourced gift card solutions, serving over 100,000 merchants in the restaurant, retail, service, spa, and hospitality industries. As both a gift card manufacturer and processor, we manage the full life cycle of card program services, from onboarding and production through ongoing merchant support, seamlessly integrating with top POS providers including Toast, Square, and SpotOn.

The Role

We are looking for a Client Support Specialist to join our Support & Program Services team. In this role, you will be at the center of our merchant experience helping new merchants get up and running, supporting their ongoing gift card programs, and working closely with our POS partners to deliver a seamless white-label solution. You will handle everything from new location setup and platform transitions to day-to-day support inquiries and cross-functional problem solving. This role includes participation in a rotating on-call schedule to support urgent after-hours merchant needs. This role can be in-office in Brentwood, TN or remote. 

Key Responsibilities

• Onboard new merchants by configuring accounts, setting up store locations, and ensuring accurate data entry across internal systems and POS integrations.
• Support merchants transitioning to eCard Systems from other providers, coordinating a smooth migration experience.
• Coordinate the distribution of starter gift card packs and onboarding materials for new card programs.
• Serve as a primary point of contact for merchant and partner support inquiries, troubleshooting gift card and technical issues promptly and professionally.
• Collaborate with our Operations, Production, Finance, and Technical teams to resolve customer problems end-to-end.
• Provide dedicated support to POS partners who resell our gift card solution as a white-label product, ensuring their merchants receive excellent service.
• Participate in a rotating on-call schedule to handle urgent after-hours support requests.

Requirements

Skills We’re Looking For

• High attention to detail with strong data accuracy and organizational skills.
• Proficiency in Microsoft Excel (sorting, filtering, formulas, reporting) and the broader Microsoft Office Suite.
• Strong written and verbal communication skills. You can distill and explain technical issues clearly to merchants and partners alike.
• Ability to manage multiple requests simultaneously while staying responsive and organized.
• Problem-solving mindset with a bias toward resolution and follow-through.
• Comfortable working in a fast-paced, high-accountability environment.
• Willingness to participate in after-hours on-call support on a rotating basis.

Experience and Education Qualifications

• 1–3 years of experience in customer support, merchant services, account management, or operations support.
• Proficiency in Microsoft Excel and Microsoft Office Suite.
• High school diploma required; associate or bachelor’s degree preferred.
• Experience with customer support platforms (e.g., Intercom, Zendesk, or similar) is a plus.
• Experience working with POS systems, SaaS platforms, or payment processing environments is a plus.

If you are detail-driven, service-minded, and excited to help merchants succeed in a high-growth environment, we’d love to hear from you.