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

• Diagnose and resolve issues while addressing queries from both merchants and customers.

• Engage with inquiries through email, chat, and Slack communications.

• Resolve matters related to payments, payouts, subscriptions, checkout, and merchant dashboard functionalities.

• Investigate software bugs, reproduce problems, and work alongside Product and Engineering teams for solutions.

• Assist merchants in the onboarding process and guide them in utilizing Polar as their Merchant of Record.

• Recognize recurring support patterns and enhance the Help Center, documentation, and internal workflows.

• Elevate intricate payment, technical, and account issues while keeping merchants updated throughout the process.

• Deliver considerate, precise, and prompt customer support.

• Aid in operational enhancements that elevate support quality.

• Independently manage support tickets and take ownership of issues until they are resolved.

• Facilitate cross-functional resolutions and suggest operational enhancements.

• A minimum of 2 years of experience in customer support, merchant support, or customer success roles.

• Preferably experienced in SaaS, fintech, or payment industries.

• Exceptional written communication skills with a focus on customer satisfaction.

• Strong aptitude for troubleshooting and problem-solving.

• Familiarity with support platforms such as Plain, Zendesk, Intercom, or equivalent tools.

• Capability to manage multiple conversations while maintaining meticulous attention to detail.

• Comfortable collaborating with Product and Engineering teams.

• Knowledge of payments, subscriptions, or Merchant of Record platforms is advantageous.

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work schedule and remote work options.

Merchant Support Specialist

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