Merchant Support Specialist

Role overview Help merchants resolve issues and use a platform for payments, payouts, subscriptions, checkout, and related financial workflows. This customer-facing role combines responsive support with investigation and operational improvement: you will work with product and engineering colleagues to address root causes and improve how support scales.

Responsibilities - Handle merchant and customer questions across email, chat, and Slack, following each issue through to resolution. - Troubleshoot problems involving payments, payouts, subscriptions, checkout, and the merchant dashboard. - Help merchants onboard and understand platform features and financial workflows. - Reproduce bugs, investigate root causes, and share customer feedback with product and engineering teams. - Spot repeated sources of friction and suggest improvements to documentation, the product, and internal processes. - Prioritize and escalate technical, payment, and account issues with attention to urgency and customer impact.

Requirements - At least two years of experience in customer support, merchant support, or customer success; SaaS, fintech, or payments experience is preferred. - Strong written communication and a customer-focused approach. - Effective troubleshooting and problem-solving skills. - Experience using a support platform such as Zendesk, Intercom, Plain, or a similar tool. - Ability to manage multiple conversations independently while maintaining accuracy and attention to detail. - Comfortable working with product and engineering teams to resolve customer issues.

Nice to have - Familiarity with payments, subscriptions, or Merchant of Record services.