We are looking for a Merchant Support Specialist to join our team and ensure a seamless experience for our merchant partners. This includes onboarding, support, contract management, promotion setup, and monitoring merchant activity. The role requires strong organizational skills, attention to detail, and the ability to work collaboratively with internal teams and external merchants to maintain high standards of service and compliance.
What you will do:
- Prepare, coordinate, and manage merchant contracts, ensuring all documents are complete, signed, and approved. Collaborate with the Legal team to handle special legal requests in contracts
- Activate merchants on the system and oversee successful onboarding and setup, ensuring they can operate effectively on the platform
- Continuously monitor merchant activity to ensure engagement and platform compliance. Address inactive or underperforming accounts as needed
- Activate and manage merchant promotions and offers in coordination with merchants and internal teams. Ensure all promotions are configured correctly, live, and aligned with agreed commercial terms
- Work closely with internal teams, including Sales, Finance, Legal, and Product, to resolve issues, escalate challenges, and implement process improvements
- Maintain accurate records of merchant interactions, contract details, promotions, and issue resolutions. Provide regular reports to management on merchant performance and trends
- Serve as the primary point of contact for merchant inquiries, responding promptly and professionally to ensure high satisfaction levels
To succeed in the role, you'll need to have:
- Bachelor's degree in Business, Finance, Commerce, or a related field
- 12 years of experience in merchant support, customer success, or related operations role
- Strong communication skills, both written and verbal
- Excellent problem-solving, analytical, and organizational skills
- Ability to manage multiple priorities in a fast-paced environment
- Proficiency in Microsoft Office (Excel, Word, Outlook) and CRM or merchant management systems
- Team-oriented, proactive, and customer-focused mindset
