It’s not just a job, it’s my career.
I enjoy the atmosphere at ChargeItPro; it’s like nothing I’ve ever experienced before.
Quinn, Account Manager
Whether it’s my interactions with customers or helping my coworkers understand a difficult concept, I always leave work feeling accomplished.
Trevor, Technical Support
A career path that actually
takes you places.
Your work world is more than just a job. Ideally, it’s a pursuit of happiness. ChargeItPro specializes in integrated payment processing, but we put people first. Here, taking care of business means doing right by our customers—and our crew (hopefully, that means you soon too).
This is where high-tech meets high-touch. From the products we deliver to the clients we serve to the people we employ, our goal is to make life a little better for everyone we come into contact with. It’s what sets us apart—and sets you up for success. Sound like a place you’d like to work? Check out our job listings below—and apply now to be part of our team.
At ChargeItPro, we know what we stand for, because we put it in writing. At ChargeItPro:
- We’re dedicated to making it crazy easy.
- We do the right thing, even when no one’s looking.
- We care about and celebrate people.
- We create healthy and productive relationships.
Director of Partner Relations
Before starting at ChargeItPro in the Fall of 2007, Rose acquired most of her business experience through osmosis. Born and raised in the Philippines as part of an expat family, Rose grew up surrounded by businessmen, including her father and her uncle, who had started a food manufacturing company. “I grew up in a household of businessmen,” she says. “So I’ve been talking about business since the time I could sit at the table, since I was two years old. Conversations in our household were constantly about business.” The knowledge she gained just by listening would turn out to serve her well decades later.
Rose moved to the United States after high school to attend college in San Francisco. She graduated with a business degree and a major in hotel and restaurant management and spent the next few years going through Hyatt Hotels Management Training Program and working in Hyatt’s catering department. When her daughter, Sydney, was born in 1991, Rose left the workforce to become a stay-at-home mom. She became active in her daughter’s school and activities and helped her husband, who owned a local pharmacy. Although she didn’t originally intend to go back to work, when Sydney entered high school, Rose realized if she didn’t do something different, she was soon going to find herself very bored and with nothing to do.
Around that time a friend told Rose that a mutual friend from the Philippines, Phil Telesco, was starting a new company in the city. At first Rose resisted reaching out, knowing she lacked formal business experience and wondering if she’d be right for the job. But a few months later, when she ran into Phil at a going-away party for another mutual friend, she approached him. “I understand you’re starting a new business,” she said. “What is it?”
Phil explained that the new company, ChargeItPro, was developing integrated payment processing software that helped businesses process credit card transactions. Rose knew nothing about the industry but said she was interested in a job anyway. At the time, Phil wasn’t ready to hire anyone but he urged Rose to keep in touch. Five months later, he contacted her and gave her a job.
In addition to Rose and Phil, the company consisted of Phil’s partners, Anson Luis and Ruben Misrahi, who developed ChargeItPro. Phil and Anson provided Rose with her initial “training.” “The reality was that there was no training,” Rose says. “Anson showed me what ChargeItPro was in about three minutes. Phil then handed me a piece of paper with a website on it that listed all viable software products available in the United States and told me to start reaching out to them about possible partnerships. I went to bed shaking from head to toe every night for the first few months because I had no idea what I was doing.”
Even though she lacked confidence at first, Rose didn’t let her lack of knowledge get in her way for long. “I did no different than what my father or his brother did when they were starting their companies,” she says. “You figure it out if you want it bad enough and, at the end of the day, what was I selling? Myself.”
Because the company was brand new, Rose worked closely with Phil and started by filling every role that needed to be filled. “For the first three years, I did everything: sales, finding partners, setting up merchant accounts, selling the software,” she says. “I don’t do failure well so I figured out what I wanted, and I did it. I was self-taught, and it took lots of guts.” She remembers people asking her how many people worked at the company and knowing that “three” was the wrong answer. “I counted everyone–the mailman, the UPS guy, the water guy. I think I managed to get up to seven or eight people, so I told people ten. It was close enough.”
It took roughly a year for Rose to sign her first partnership for the company, and she remembers it as a rather harrowing experience. “I had called up this one company many times because signing partners is a process. It’s not like you call them up and they sign right away,” she says. “The gentleman who answered the phone was pretty gruff every time I called. Then one day I picked up the phone again and he answered the phone and he was really nasty. And I got scared and hung up the phone. I never thought about caller ID, and within a second he called back, and I looked at the phone and thought “Oh my god. What am I going to do.?’ I realized that, whether I picked up the phone or not, I was either going to take hell from this guy or from Phil and Anson. So I picked up the phone and I started apologizing to the guy. He said, ‘Hold on just a minute’ and he transferred me to the president of the company. We ended up signing them and a few years later, the company sold to what is now one of our largest partnerships.”
Today, Rose is the Director of Partner Relations at ChargeItPro and she continues to manage the partnerships she’s built over her decade at the company. “I still engage in conversations with prospective partners. I work closely with the sales team on partnerships that I handle. I don’t have official direct reports, but I have a lot of people that I’m responsible for and to. There are not a lot of layers in the company so you wear a lot of different hats. And the bottom line is, we are still startup people. Sweeping the floor is not beneath us.”
When asked to summarize her experience, Rose describes it in one word: opportunity. “I was given an opportunity to be a part of something and help it grow,” she says. “And I’ve always felt that it was a huge honor and privilege to a be a part of that and I look at the partnerships I have helped to build in the same way.” She also credits Phil for trusting her with this opportunity. “There was a lot of trust and respect and it allowed me to do what I needed to do. He gave you a lot of leeway and ownership to do whatever it was you were doing so it allowed you to really help build something, and in doing so we created lots of opportunity for many other people to join us and for our partnerships as well. I think we shared a passion and a very similar belief. We dealt with people the same way. We helped people. He had a lot of respect that I knew what I was doing and would take care of people the way he wanted them to be taken care of. He pretty much left me alone, so there had to be a lot of trust.”
Looking back on where she started—a former stay-at-home mom who knew how to use Gmail and a basic computer and not much else—and where she is today, Rose offers some words of wisdom to people who are worried they don’t have what it takes to succeed. “The moral of the story is this: you grab opportunities, you work your friggin ass off, and you figure it out.”
It’s not easy to summarize what Kaitlynn Vincent does in her role at ChargeItPro, but, when she describes a typical day, phrases like “putting out fires,” “detective work,” and “diplomacy” spring to mind.
Her title of “Sales Assistant” on ChargeItPro’s Sales Assistance and Operations (SOPS) team doesn’t really help to explain things either. Essentially, Kaitlynn is part of the team responsible for on-boarding new clients once they’ve been signed by a sales rep and helping them with any issues they experience with their accounts over time. “We’re the ones that usually have direct communication with our vendors and act as liaisons between our vendors and support or sales,” she says. “We do a lot of reconciliation of customer accounts and take care of any non-technological or sales issues that come up. Basically, if it doesn’t have a home, ops will figure it out.”
One way to think of Kaitlynn’s job is that she helps merchants when things go wrong or when they’re confused. This can be something relatively straightforward–like helping merchants reconcile their accounts–or something more complex–like helping them manage a crisis.
For example, a big part of Kaitlynn’s job involves handling chargebacks–the process that occurs when a customer disputes a payment on his or her credit card. Take a recent example. Earlier this year, a merchant called Kaitlynn to report that his company’s website had been hacked and $12,000 worth of fraudulent transactions had been processed. In reviewing the merchant’s account, Kaitlynn determined that the charges could be fraudulent and had likely been made using stolen credit card numbers. She called the merchant’s processor–one of the largest payment processors in the industry and one of ChargeItPro’s primary vendors–to see if they could help.
“Originally they were not going to take any fault for it,” Kaitlynn says, referring to her initial conversations with the processor. “They said, ‘It’s not our fault someone hacked a website.’ And so we got into it.”
Kaitlynn made the case that there was no way the merchant could have avoided a fraud of this sort and that he’d done everything in his power to safeguard his company. “I have a long email chain between myself and the processor that’s still occurring,” Kaitlynn says. “Because at first, they said, ‘Well it’s not our fault; the merchant could have done this, this, this, or this,’ which is actually not true. This is one instance where none of the fraud modules provided by the processor could have prevented this from happening. It was just a freak thing that happened.”
The processor said they would set up a reserve, which is designed to protect the processor and the merchant by allowing chargebacks to be debited directly from the pool of fraudulent transactions rather than from the merchant’s business account. Unfortunately, the processor set up the reserve incorrectly, so when cardholders inevitably started issuing the chargebacks after noticing mysterious charges on their credit card statements, the money was being withdrawn from the merchant’s account. On top of that, since the fraudulent transactions had been put into a reserve instead of negated, the merchant was charged several thousand dollars in processing fees.
Worried he was going to go bankrupt, the merchant called Kaitlynn in a panic, and ChargeItPro ended up floating him the money while the issue with the processor was resolved. Eventually, the processor agreed to refund him the money after the 120-day chargeback time limit–the period during which cardholders can issue a chargeback–expired.
While many people would find the prospect of having to fight one of the world’s largest credit card processors in an effort to help a small business owner protect his livelihood to be daunting, Kaitlynn says it’s part of what she likes about the job.
“The complexity of it, honestly, is very interesting and a challenge that I like,” she says. “The industry in which we’re in changes all the time. You think you have everything down, and then the next day you learn, ‘Oh, it’s actually completely different today and will be from now on.’ And then it’s gonna change in six months.”
Another thing she enjoys is her ability to help people, something she says ChargeItPro puts at the center of its mission. “It’s nice to work for a company that gives a crap about people,” she says. “The culture’s nice in the sense that everyone cares. It’s not just like, ‘Oh, this is what we stand for,’ and people are just like, ‘Yeah sounds great.’ It’s genuinely what we stand for, and everybody lives and breathes that.”
Kaitlynn understands the value of working for a company that puts people first because she knows first-hand what it’s like to work for a company that does the opposite. Before starting at ChargeItPro in April 2015, Kaitlynn worked as a leasing consultant at an apartment complex in Boise and was disgusted by how the owners of the complex conducted business. When the owners informed an elderly tenant that her rent would be going up $275 a month when her lease expired, Kaitlynn knew she couldn’t work for them any longer.
“This woman was very near and dear to my heart,” she says. “But when the owners realized rents in Boise were going up, they told her she either had to sign a new lease for the higher amount or move out within thirty days. She couldn’t afford another $275 and they were unwilling to budge, and this broke my heart. My manager and I both asked the owners to reconsider, but they didn’t care, and the woman, who was in her seventies, ended up moving out. At that point, I was like, ‘Okay these people don’t care. I’m just going to work here until something better comes along.’”
At the time, Kaitlynn wasn’t sure what that something might be. Before taking the job at the apartment complex, Kaitlynn had enrolled in Boise State in the hopes of becoming a psychologist, but had left after a semester. Now, at twenty years old, she was struggling to figure out what she wanted to do with her life but open to pretty much any opportunity.
Luckily, that opportunity came along when Rose Clurman, a resident of the apartment complex and a longtime ChargeItPro employee, approached Kaitlynn about a job. Rose had previously mentioned that her company was hiring, but it wasn’t until Kaitlynn grew disenchanted with the machinations of the leasing office that she took Rose up on her offer to come in for an interview. “I don’t even think I asked her where she worked,” she says, “I was like, ‘Okay. I don’t even care,’ you know what I mean? I didn’t even care.”
Initially Kaitlynn didn’t interview for a particular job but was hired to join the Operations department to help out as the company grew. Overtime the role evolved into what it is today, and Kaitlynn has earned a reputation as a go-to person who can get the job done and will go to any lengths to help a merchant or partner succeed. “Kaitlynn is always willing to work,” says Jose Garcia, ChargeItPro’s Lead Culture Consultant. “She has a great work ethic and is always willing to jump in. She’s just phenomenal worker.”
Now that she’s been with the company for over three years, Kaitlynn’s role continues to evolve. Recently, she was promoted to Tech Support Supervisor and will be transitioning to a management role in ChargeItPro’s tech support team over the coming months. The supervisor position will entail staffing, process improvement, coaching, training, and ultimately ensuring everyone on the Tech Support team is happy coming to work and has the tools they need to provide CIP merchants with the highest quality care and customer service.
At first, Kaitlynn wasn’t sure if she was suited to the role given her lack of technical experience, but conversations with a few co-workers and managers who thought she would be a good fit convinced her to take the opportunity. “I realized that being a manager is all about growing people,” Kaitlynn says. “It’s less about doing the day-to-day work–which I love to do–and more about helping people do the work and figuring out how can you help them grow and how you can make their jobs easier. Once I figured this out, I was like, okay, that sounds like something I really want to do because one of my passions is people. I’m fascinated by people.”
When asked what might be next for her career, Kaitlynn isn’t sure, but she knows that, as long as she remains at ChargeItPro, the opportunity to grow and advance will be there. “One of the reasons I love working here is because, if you’re willing to work for them, opportunities will be given to you,” she says. “You have to be ready to work your butt off for sure. It’s not an easy ride. It’s not a cake walk, and if you have that mentality, it’s not going to be fun for you. But if you work hard and help people, ChargeItPro is full of opportunity. Every day is an opportunity.”