Merchant Support Officer (Payment Service Provider)

Merchant Support Officer

Location: Remote
Working Hours: 8:00am–5:00pm CET
Role Type: Full-time

We are looking for a Merchant Support Officer to join our Payment Service Provider team. The role is focused on merchant onboarding, day-to-day account management, and coordination between merchants, technical teams, and support.

Responsibilities
- Onboard new merchants, including collecting KYC/onboarding documents and issuing merchant agreements.
- Act as the main day-to-day contact for merchants.
- Assist merchants during technical integration and coordinate with 2nd Level Support where required.
- Monitor merchant communication channels, including Telegram and Slack.
- Follow up on open merchant requests, integration issues, and operational questions.
- Ensure merchants receive timely updates and that internal teams are aligned on next steps.
- Support internal reporting and keep merchant records up to date.

Requirements
- Previous experience in a support role is required — you've worked a support/service desk, customer success, or account management function before and know how to manage queues, prioritize, and follow through.
- Experience in payments, PSPs, fintech, merchant services, or account management.
- Strong communication skills and ability to manage multiple merchants/chats at the same time.
- Good understanding of merchant onboarding, payment flows, and basic technical integrations.
- Comfortable working with Slack, Telegram, email, and support/ticketing tools.
- Organised, proactive, and able to follow up without being chased.
- Fluent written and spoken English.

Nice to have
- Experience with card payments, chargebacks and payment gateways.
- Experience working with technical teams or API-based integrations.
- Experience in high-volume or international merchant environments.

How to apply
Please send your CV and a short summary of your relevant experience, especially any prior support role experience and any work with PSPs, payment gateways, merchant onboarding, or technical integrations.