Job VC
Support Specialist (Merchant)
Description
Location
: Remote, Shift-Based (24/7 Coverage, Including Nights/Weekends and holidays)
Company
: We’re revolutionizing payment processing with our innovative payment solutions. Join us as we shape the future of payments.
Opportunity
: We’re looking for detail-oriented and customer-focused Merchant Support Specialists to join our growing team. This role is crucial in ensuring our merchants receive fast, reliable, and professional assistance at all times. You’ll be the first line of communication for our clients, helping them resolve issues, answering questions, escalating complex matters to the relevant departments, and playing a key role in ensuring merchant satisfaction and operational excellence.
What You’ll Do (Roles & Responsibilities):
24/7 Merchant Support: Provide round-the-clock assistance to merchant clients via email, chat, and other communication channels during assigned shifts.
Issue Resolution: Handle a wide variety of inquiries, including payment issues, technical questions, and more. Triage and escalate as needed to internal teams (Technical, Risk, Compliance, Finance, etc.).
Disputes & Chargebacks:
Process and respond to merchant requests regarding disputes and chargebacks in a timely and accurate manner.
Monitoring:
Perform routine monitoring of payment activities to ensure system stability and transaction flow. Proactively identify and flag unusual patterns or issues.
Collaboration:
Work closely with other support specialists and departments to deliver fast, accurate, and merchant-centric solutions.
Communication:
Maintain a polite, helpful, and professional tone at all times. Deliver clear, concise updates and explanations to merchants.
Documentation:
Accurately document all merchant interactions and resolutions in internal ticketing systems.
What You’ll Need (Qualifications):
Experience: 1+ years in a support/customer service role, preferably in the payments, fintech, e-commerce, or SaaS industry.
Languages: Fluency in English and Russian (both written and verbal) is required.
Customer Focus: Excellent interpersonal skills with a genuine desire to help clients and resolve issues efficiently.
Technical Aptitude: Basic understanding of how online payment systems work. Experience handling disputes or chargebacks is a strong advantage.
Problem Solving: Ability to assess situations quickly and provide effective solutions or escalate appropriately.
Reliability: Comfortable working in shifts (including nights, weekends, and holidays) as part of a 24/7 support model.
What We Offer:
Flexible remote work with structured shift scheduling
Competitive compensation and benefits
Training and development in the fast-growing payments industry
A collaborative, fast-paced, and international team
Goals for the Probation Period
1 month :
Learn internal systems, payment flows, and merchant communication standards
Review previous cases to understand typical merchant issues and resolutions
Start handling basic merchant requests under supervision
Learn the chargeback and dispute workflow and internal documentation rules
2 nd month:
Independently handle standard merchant support cases
Investigate and resolve common payment-related issues with minimal guidance
Escalate complex cases following internal escalation procedures
Start managing straightforward chargeback and dispute cases
3rd month:
Fully manage merchant communication and provide end-to-end support
Take responsibility for complex payment investigations and coordination with other departments
Handle chargeback and dispute processes independently, ensuring deadlines and documentation quality
Identify patterns or recurring issues and propose improvements
: Remote, Shift-Based (24/7 Coverage, Including Nights/Weekends and holidays)
Company
: We’re revolutionizing payment processing with our innovative payment solutions. Join us as we shape the future of payments.
Opportunity
: We’re looking for detail-oriented and customer-focused Merchant Support Specialists to join our growing team. This role is crucial in ensuring our merchants receive fast, reliable, and professional assistance at all times. You’ll be the first line of communication for our clients, helping them resolve issues, answering questions, escalating complex matters to the relevant departments, and playing a key role in ensuring merchant satisfaction and operational excellence.
What You’ll Do (Roles & Responsibilities):
24/7 Merchant Support: Provide round-the-clock assistance to merchant clients via email, chat, and other communication channels during assigned shifts.
Issue Resolution: Handle a wide variety of inquiries, including payment issues, technical questions, and more. Triage and escalate as needed to internal teams (Technical, Risk, Compliance, Finance, etc.).
Disputes & Chargebacks:
Process and respond to merchant requests regarding disputes and chargebacks in a timely and accurate manner.
Monitoring:
Perform routine monitoring of payment activities to ensure system stability and transaction flow. Proactively identify and flag unusual patterns or issues.
Collaboration:
Work closely with other support specialists and departments to deliver fast, accurate, and merchant-centric solutions.
Communication:
Maintain a polite, helpful, and professional tone at all times. Deliver clear, concise updates and explanations to merchants.
Documentation:
Accurately document all merchant interactions and resolutions in internal ticketing systems.
What You’ll Need (Qualifications):
Experience: 1+ years in a support/customer service role, preferably in the payments, fintech, e-commerce, or SaaS industry.
Languages: Fluency in English and Russian (both written and verbal) is required.
Customer Focus: Excellent interpersonal skills with a genuine desire to help clients and resolve issues efficiently.
Technical Aptitude: Basic understanding of how online payment systems work. Experience handling disputes or chargebacks is a strong advantage.
Problem Solving: Ability to assess situations quickly and provide effective solutions or escalate appropriately.
Reliability: Comfortable working in shifts (including nights, weekends, and holidays) as part of a 24/7 support model.
What We Offer:
Flexible remote work with structured shift scheduling
Competitive compensation and benefits
Training and development in the fast-growing payments industry
A collaborative, fast-paced, and international team
Goals for the Probation Period
1 month :
Learn internal systems, payment flows, and merchant communication standards
Review previous cases to understand typical merchant issues and resolutions
Start handling basic merchant requests under supervision
Learn the chargeback and dispute workflow and internal documentation rules
2 nd month:
Independently handle standard merchant support cases
Investigate and resolve common payment-related issues with minimal guidance
Escalate complex cases following internal escalation procedures
Start managing straightforward chargeback and dispute cases
3rd month:
Fully manage merchant communication and provide end-to-end support
Take responsibility for complex payment investigations and coordination with other departments
Handle chargeback and dispute processes independently, ensuring deadlines and documentation quality
Identify patterns or recurring issues and propose improvements