Merchant Support Specialist

This is a fully remote position, open to applicants in Europe.

📋 Description

• Take ownership of merchant and customer inquiries from start to finish via email, chat, and Slack, ensuring that issues are clearly understood, prioritized, and resolved.

• Investigate and address issues related to payments, payouts, subscriptions, checkout, and the merchant dashboard.

• Assist merchants in successfully onboarding, navigating the platform, and comprehending the operational and financial workflows associated with using Polar as their Merchant of Record.

• Collaborate with Product and Engineering teams to replicate bugs, identify root causes, and translate merchant feedback into product enhancements.

• Recognize recurring support trends and identify opportunities to enhance the Help Center, documentation, product, and internal processes.

• Prioritize and escalate complex technical, payment, and account issues as necessary.

• Deliver thoughtful, precise, and timely support.

• Contribute to operational enhancements that facilitate scaling support while maintaining quality.

⛳️ Requirements

• A minimum of 2 years of experience in customer support, merchant support, or customer success, ideally within SaaS, fintech, or payments sectors.

• Exceptional written communication skills with a strong customer-first approach.

• Proven troubleshooting and problem-solving capabilities.

• Experience with support platforms such as Plain, Zendesk, Intercom, or similar tools.

• Ability to independently prioritize and manage multiple conversations while ensuring attention to detail.

• Comfortable working collaboratively with Product and Engineering teams to resolve customer issues.

• Familiarity with payments, subscriptions, or Merchant of Record platforms is an advantage.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible working hours and remote work options.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional growth and development.

• A supportive and inclusive team environment.