This Payment Solutions Company in Limassol belongs to a group of very innovative companies with excellent benefits and they are looking for a Merchant Support Specialist who will be responsible for delivering exceptional service to customers by assisting with inquiries, troubleshooting issues, and ensuring that our payment solutions run smoothly.
As a Merchant Support Specialist, you will be a core part of the Payments Support team owning the full support lifecycle for sophisticated merchant inquiries. You will act as a trusted partner to merchants, a domain expert in payments and APIs, and a cross-functional contributor who drives process improvements and informs product decisions.
This role goes beyond reactive support — you will proactively identify patterns, reduce friction for merchants, and ensure our platform delivers best-in-class reliability and satisfaction.
Responsibilities:
- Act as a primary point of contact for merchants with complex or high-impact technical/payment issues.
- Handle escalated cases involving payment failures, reconciliation mismatches, chargebacks/disputes, fraud flags, API integration errors, and settlement irregularities.
- Troubleshoot and debug payment flows, API calls, webhooks, logs, and merchant platform configurations.
- Own critical escalations end-to-end with accountability for timely resolution and communication.
- Support merchants through API questions, including test environments, error resolution, and production errors and mapping.
- Educate users on nuance of payment protocols, currency settlement timing, 3DS, webhook reliability, retry logic, and reconciliation best practices.
- Use internal tools, dashboards, transaction dashboards, logs, and analytics to investigate systemic issues.
- Identify root-causes, detect patterns/trends in merchant cases, and propose solid technical and process improvements upon merchant request or upon internal identification of the issues
- Work closely with Product, Engineering, Risk & Compliance, Finance, and Operations to:
- Communicate customer feedback impacting product strategy
- Clarify feature behaviour or payment edge cases
- Develop fixes, monitoring, and automated handling of known failure points
- Collaborate with the Payment Operations Manager to act as support’s voice in product planning and release validation.
- In collaboration with other Support members, create, maintain, and champion high-quality support documentation:
- Help-Centre articles
- Integration guides
- Troubleshooting playbooks
- Internal process guides
- Drive improvements in key support metrics:
- First Response Time
- Time to Resolution
- Customer Satisfaction
- Escalation avoidance
- Report on trends and opportunities to leadership and cross-functional stakeholders.
Requirements:
- Minimum 3 years of customer/technical support, or operations in payments such as acquiring or gateway/orchestration platforms (MUST).
- Deep understanding of online payments fundamentals, including card processing, acquiring/gateway flows, settlements, fees, chargebacks/disputes, refunds, and fraud controls
- Comfortable with APIs, JSON, logs, webhook workflows, and ability to communicate technical details to diverse audiences
- Experience operating in a regulated payments environment (EU PCI/DSS, PSD2) is highly preferred
- Exceptional written and verbal communication in English language — clear, empathetic, and precise
- Strong analytical judgment — able to interpret data, investigate root causes, and propose fixes
- Excellent prioritization — able to juggle high-impact merchant issues, internal projects, and process improvements
- Collaboration mindset — thrives working with Product, Engineering, and Risk partners
- Ownership mentality — you don’t just close tickets; you improve ecosystems
Working Hours:
Flexible working hours (Monday to Friday), hybrid working is possible
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Merchant Support Specialist (hybrid) with reference number 4055.
Or you can apply directly through your candidate login by hitting the APPLY button.
