Merchant Support Associate
Skills
Business InsightsBusiness Process ImprovementEnglishIncident ManagementKnowledge BaseOperationsSpoken English
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Excellent written and spoken English
- Comfortable using support platforms such as Zendesk
- Able to learn new systems quickly
- Customer-centric mindset
- Able to manage multiple inquiries efficiently
- Prior merchant support or operations experience is a plus
- Previous FinTech startup experience is a bonus
Nice to have
- Customer-focused
- Proactive
- Friendly
- Detail-oriented
- Adaptable
- Collaborative
Day to day
- Provide high-quality merchant support through email Slack and Telegram
- Troubleshoot technical issues and explain solutions clearly and professionally
- Manage incident communication by flagging escalating and tracking critical payment or system issues
- Record customer interactions resolutions and follow-ups accurately in support systems
- Work with internal teams to resolve complex cases improve processes and update knowledge base content
Hiring process
- Submit application
- Talent team reviews
- Interview process