Merchant Support Specialist

Job Title: Merchant Support Specialist

Location: Remote, Shift-Based (24/7 Coverage, Including Nights/Weekends and holidays)

About the Company: At our Company, we are revolutionizing payment processing with our innovative payment solutions. We’re a passionate team dedicated to empowering businesses worldwide. We foster a collaborative and dynamic environment where talent thrives. Join us as we shape the future of payments.

The Opportunity: We are looking for detail-oriented and customer-focused Merchant Support Specialists to join our growing team. This role is crucial in ensuring our merchants receive fast, reliable, and professional assistance at all times. You’ll be the first line of communication for our clients, helping them resolve issues, answering questions, escalating complex matters to the relevant departments, and playing a key role in ensuring merchant satisfaction and operational excellence.

What You’ll Do (Roles & Responsibilities):

• 24/7 Merchant Support: Provide round-the-clock assistance to merchant clients via email, chat, and other communication channels during assigned shifts.
• Issue Resolution: Handle a wide variety of inquiries, including payment issues, technical questions, and more. Triage and escalate as needed to internal teams (Technical, Risk, Compliance, Finance, etc.).
• Disputes & Chargebacks: Process and respond to merchant requests regarding disputes and chargebacks in a timely and accurate manner.
• Monitoring: Perform routine monitoring of payment activities to ensure system stability and transaction flow. Proactively identify and flag unusual patterns or issues.
• Collaboration: Work closely with other support specialists and departments to deliver fast, accurate, and merchant-centric solutions.
• Communication: Maintain a polite, helpful, and professional tone at all times. Deliver clear, concise updates and explanations to merchants.
• Documentation: Accurately document all merchant interactions and resolutions in internal ticketing systems.

What You’ll Need (Qualifications):

• Experience: 1+ years in a support/customer service role, preferably in the payments, fintech, e-commerce, or SaaS industry.
• Languages: Upper-Intermediate English (both written and verbal) is required.
• Customer Focus: Excellent interpersonal skills with a genuine desire to help clients and resolve issues efficiently.
• Technical Aptitude: Basic understanding of how online payment systems work. Experience handling disputes or chargebacks is a strong advantage.
• Problem Solving: Ability to assess situations quickly and provide effective solutions or escalate appropriately.
• Reliability: Comfortable working in shifts (including nights, weekends, and holidays) as part of a 24/7 support model.

What We Offer:

• Flexible remote work with structured shift scheduling
• Competitive compensation and benefits
• Training and development in the fast-growing payments industry
• A collaborative, fast-paced, and international team

Goals for the Probation Period

1st month :

• Learn internal systems, payment flows, and merchant communication standards
• Review previous cases to understand typical merchant issues and resolutions
• Start handling basic merchant requests under supervision
• Learn the chargeback and dispute workflow and internal documentation rules

2nd month:

• Independently handle standard merchant support cases
• Investigate and resolve common payment-related issues with minimal guidance
• Escalate complex cases following internal escalation procedures
• Start managing straightforward chargeback and dispute cases

3rd month:

• Fully manage merchant communication and provide end-to-end support
• Take responsibility for complex payment investigations and coordination with other departments
• Handle chargeback and dispute processes independently, ensuring deadlines and documentation quality
• Identify patterns or recurring issues and propose improvements