Merchant Support Specialist

Description

We are seeking a dynamic and experienced Mid-Level Technical Support to join our team in the online payments industry. This role is instrumental in delivering advanced technical support, managing escalated issues, and collaborating with cross-functional teams to enhance our service offerings. You will be responsible for ensuring a seamless payment experience for our clients while upholding strict compliance and operational standards in a 24/7 environment.

Key Responsibilities

• Advanced Technical Support & Escalation:
• Provide advanced technical support to resolve payment-related issues, ensuring secure and uninterrupted online transactions.
• Serve as a point of escalation for complex technical challenges in the payments ecosystem, including issues related to fraud, compliance, and transaction failures.
• Collaboration & Product Feedback:
• Work closely with product and engineering teams to incorporate customer feedback and enhance the robustness and security of our payment solutions.
• Engage in regular cross-functional meetings to align on improvements and innovation initiatives.
• Best Practices & Process Development:
• Develop, document, and implement best practices for the support team, with a focus on payment security and compliance standards (e.g., PCI-DSS).
• Monitor and analyze customer success metrics and satisfaction to continuously optimize support processes and service quality.
• Team Leadership & Mentorship:
• Mentor and manage support team members and operations employees, fostering a proactive, customer-centric culture.
• Ensure timely and effective resolution of high-priority issues, particularly those impacting online payment reliability and security.
• Customer Retention & Partnership Building:
• Implement strategies to build lasting partnerships, ensuring clients derive ongoing value and trust from our online payment solutions.
• Oversee 24/7 service availability to guarantee uninterrupted access to our platforms and support for clients

• Experience:
• 2-4 years of experience in customer success, technical support, or operations within the online payments, fintech, or related technology industries.
• Proven track record in managing escalated technical issues and collaborating with cross-functional teams in a high-stakes, regulated environment.
• Skills:
• Strong technical troubleshooting skills with a deep understanding of online payment systems, security protocols, and compliance requirements.
• Exceptional leadership, mentorship, and team-building abilities.
• Proficiency in analyzing customer success metrics and operational KPIs.
• Excellent communication and interpersonal skills.
• Education:
• Bachelor’s degree in Business, Information Technology, Operations Management, or a related field. Advanced degrees or relevant certifications (e.g., in cybersecurity, fintech) are a plus.