Fullsteam

Customer Support

• Provide daily supervision and support to POS Technicians, Accounting Technicians, and IT Technicians.
• Partner with Team Leads to manage scheduling, workload balancing, and coverage across support functions.
• Conduct regular one‑on‑ones, performance check‑ins, and coaching conversations.
• Support onboarding, training, and ongoing development of support team members.
• Address performance issues promptly and professionally, escalating to HR or leadership as appropriate.
• Work with Team Leads and Operations leadership to define, track, and report on key performance indicators (KPIs).
• Monitor daily and weekly performance trends and proactively address risks to service levels.
• Ensure consistent adherence to support standards, escalation guidelines, and documentation requirements.
• Identify gaps, inefficiencies, and recurring issues in support workflows across POS, Accounting, and IT.
• Collaborate with Operations, Sales, Product, and Development teams to surface systemic issues and improvement opportunities.

Customer Support Supervisor

Underwriter

• Provide strategic leadership over payments underwriting, portfolio risk, funding, collections, and related merchant risk operations for U.S. and Canadian merchants
• Set the operating strategy and provide team leadership, managing vendor and acquiring bank relationships
• Monitor portfolio performance and risk trends, identifying emerging risks and recommending portfolio-level actions
• Oversee automated high-risk alert monitoring systems, criteria, and reporting to improve decision quality and reduce manual dependency
• Partner with cross-functional teams to improve systems, workflows, and alignment
• Prepare and present risk, funding, and collections reporting to the CFO and other senior stakeholders
• Manage relationships with acquiring bank risk teams, AML partners, auditors, and vendors
• Evaluate vendor performance, contracts, issue resolution, and scalability against business objectives and regulatory requirements

Director of Underwriting, Funding, Risk & Collections

Account Executive

• Prospect and contact new businesses within the free trial window via phone, text and email
• Deliver engaging demos tailored to client needs
• Collaborate with marketing and product teams to address client pain points
• Track and report on sales performance using CRM tools
• Convert free trialists into paid subscribers of Urable

Accountant

• Ensure accurate and timely recognition of revenue and expenses in accordance with company policies and accounting standards.
• Reconcile revenue and expense data between different systems or sources, identifying and resolving discrepancies as needed.
• Partner with the billing specialist to ensure completeness and accuracy of transactions.
• Establish clear communication channels and workflows between revenue accounting team members to facilitate timely resolution of discrepancies.
• Conduct periodic training sessions for team members on revenue recognition and accrual accounting principles and related policies.
• Properly record reclass entries and accruals at the customer / vendor detail level, ensuring proper journal entry support is documented and saved appropriately.
• Effectively meet close deadlines on a consistent basis.
• Maintain a standardized documentation system for journal entries, including detailed descriptions and supporting documentation.
• Analyze revenue and expense data to identify discrepancies or variations in revenue and expenses, and investigate the underlying causes and provide explanations of variances.

Senior Accountant

Customer Success Manager

• Own end-to-end customer relationships, acting as the primary post-sale contact and trusted advisor.
• Drive customer retention and reduce churn by proactively monitoring account health, identifying risks, and executing intervention strategies.
• Influence renewals and revenue growth by demonstrating ROI, identifying expansion opportunities, and partnering with Sales on account strategy.
• Lead onboarding and value realization, ensuring customers achieve intended business outcomes and time-to-value milestones.

Business Operations

• Support monthly operations reviews across the Summit Vertical to close performance gaps or accelerate growth opportunities.
• Gather, organize, and analyze BU-level and consolidated performance data, including trend identification and key driver analysis.
• Support planning processes, initiative tracking, and execution follow-through for the Vertical and its business units.
• Partner with and train BU leaders to improve visibility into KPIs, operating rhythm, action item tracking, and accountability.
• Work with finance, accounting, and FP&A teams to ensure reporting inputs are accurate, consistent, and timely, without owning corporate finance processes.
• Support ELT materials, executive presentations, QBRs, and strategic analysis as needed.
• Develop process improvements that reduce manual effort and strengthen operating discipline.
• Serve as a cross-functional liaison across customer success, sales, software development, operations, and shared services.
• Assist in managing strategic initiatives, timelines, and deliverables across multiple workstreams.
• Provide analytical support for special projects, ad hoc requests, and leadership decisions.

Business Operations Manager

Operations

• Develop and execute strategic plans to drive the growth and profitability of the Business Units.
• Establish short-term and long-term goals for the Business Units in alignment with overall company objectives.
• Identify and evaluate new business opportunities, partnerships, and markets.
• Oversee day-to-day operations, ensuring efficiency and high performance across all functions across multiple Business Units.
• Develop and monitor key performance indicators (KPIs) to track operational performance and identify areas for improvement across the portfolio.
• Implement best practices and process improvements to enhance operational efficiency and effectiveness across all Business Units.
• Champion a customer-centric culture within the Business Units, ensuring that customer needs and expectations are at the forefront of decision-making.
• Lead efforts to enhance customer service, ensuring that customer needs and expectations are consistently met or exceeded across the portfolio.
• Guide the development and enhancement of products across multiple Business Units, working closely with engineering teams to innovate and improve offerings.
• Manage the Business Units’ financial performance, including budgeting, forecasting, and P&L responsibilities.
• Partner with cross-functional teams such as Sales, Finance, and Platform & Payments to align strategies and drive overall business objectives.
• Develop and implement strategies to achieve revenue and profitability targets across the portfolio of Business Units.
• Build and lead high-performing teams across multiple Business Units, fostering a culture of excellence and continuous improvement.
• Foster a collaborative and inclusive team culture that encourages continuous improvement and professional growth across all Business Units.
• Set performance goals and regularly evaluate teams’ progress, providing feedback and guidance to ensure high standards are met across the portfolio.
• Drive and foster a positive organizational culture by exemplifying and promoting our core values and behaviors, ensuring alignment with company standards and nurturing an environment of collaboration, continuous improvement, and performance.
• Represent the Business Units in executive meetings and contribute to company-wide initiatives and projects.
• Ensure compliance with all relevant laws, regulations, and industry standards across all Business Units.
• Identify and mitigate risks associated with the Business Units’ operations, products, and services.
• Implement and maintain robust internal controls and governance processes across the portfolio.

VP of Operations

Marketing

• Plan, execute, and optimize PPC campaigns across Google Ads and Meta for internal brands and client accounts
• Conduct keyword research, audience targeting, and budget optimization to maximize ROI
• Monitor campaign performance and continuously refine strategies based on data and trends
• Manage multiple client accounts with a focus on performance, retention, and satisfaction
• Meet with clients to understand goals, set up accounts, and present results and recommendations
• Deliver clear, actionable reporting and insights on campaign performance
• Stay current on PPC, paid social, and digital advertising best practices
• Develop and execute marketing strategies across multiple business units
• Plan and manage inbound marketing campaigns including email, SEO, content, and social media
• Own content creation efforts including blogs, landing pages, email campaigns, and marketing collateral
• Build and optimize marketing funnels, landing pages, and automation workflows
• Manage website updates and performance in collaboration with internal and external teams
• Track and report on marketing performance, lead generation, and funnel metrics
• Partner with Sales and leadership to align marketing efforts with revenue goals
• Maintain brand consistency across all channels and business units
• Manage content calendars and develop SEO-driven content strategies
• Create and publish social media content, and engage with audiences across platforms
• Develop sales enablement materials, case studies, and client-facing assets
• Support webinars, podcasts, and thought leadership initiatives
• Assist with trade shows, events, and promotional campaigns as needed
• Collaborate with leadership to shape and scale digital marketing offerings for clients
• Identify opportunities to improve marketing performance, processes, and tools
• Contribute to the development of new service lines within the organization
• Help define the long-term structure of the marketing and digital services team

Marketing Manager

Support Engineer

• Respond to user inquiries, troubleshoot, diagnose, and resolve software and/or hardware related issues through various communication channels, including email, phone, and remote support tools.
• Work with partner companies to set up or maintain points of integration.
• Analyze complex problems, identify root causes, and develop effective solutions in a timely manner.
• Collaborate with cross-functional teams to escalate issues when necessary and follow through until resolution.
• Provide clear and concise technical guidance to users with varying levels of technical expertise.
• Ensure exceptional customer service and establish strong relationships to enhance user satisfaction.
• Create and maintain detailed technical documentation, including troubleshooting guides, FAQs, and best practices, to assist users in resolving common issues independently.
• Perform quality assurance testing of software products and new features.
• Replicate reported issues in a controlled environment to accurately identify and document software bugs.
• Collaborate with the development team to prioritize and communicate bug fixes.
• Contribute valuable user feedback and insights to the product development team for continuous improvement of the software, usability, and user experience.
• Provide training sessions and workshops for clients and internal teams to ensure they can effectively utilize the software's features and troubleshoot minor issues.
• Monitor system health and performance to proactively identify potential issues and implement preventive measures.
• Offer remote desktop support when necessary, guiding users through troubleshooting steps, software installations, and configurations.

Customer Technical Support Specialist

• Provide clients with detailed product and service information
• Independently resolve product and service problems to achieve complete customer satisfaction through phone, email and live chat
• Manage a client group to address retention
• Communicate technical, high-level customer service issues to the development and leadership team and works in collaboration to resolve these issues
• Work in partnership with software development to analyze system techniques and procedures, provide feedback to developers, including consulting with end users to determine hardware, software, or system function needs
• Serve as the primary point of contact for assigned hospitality clients using WebRezPro
• Identify churn risk signals and proactively work with clients to stabilize and optimize system usage
• Independently troubleshoot and resolve PMS issues related to reservations, rates, availability, folios, payments, and reporting
• Guide hotel staff on best practices for front desk, reservations, housekeeping, and night audit workflows
• Conduct live and recorded training sessions tailored to hotel and lodging operations
• Support and coordinate integrations with third-party hospitality systems such as OTAs and channel managers
• Partner with Product and Software Development teams to escalate bugs and test fixes
• Translate customer feedback from hoteliers into actionable product insights
• Maintain clear written and video documentation specific to hospitality use cases
• Track and document client interactions, feature requests, and support trends
• Independently provides support to clients by making decisions regarding the best course of action for both the client and the company
• Acts as consultant with clients on operational guidance and provides advice based on direct experience and/or experience with other clients
• Communicates new release features to production
• Manages communication for customer account needs
• Independently works to resolve customer complaints/problems