Analyst I, Merchant Care

The role

You will provide customer experience by handling merchant inquiries via email, phone, and chat. You will troubleshoot payment issues and collaborate with internal teams to resolve merchant concerns.

What you will do

• Handle inquiries and issues from merchants via email, phone, and chat
• Troubleshoot and resolve merchant payment issues, technical challenges, and account-related concerns
• Collaborate with operations, product, and engineering teams to address merchant concerns
• Educate merchants on platform features, payment processes, and best practices
• Assist in maintaining and improving merchant care support

Required qualifications

• 2+ years of experience in support or operations roles
• Strong problem-solving skills to diagnose technical issues
• Proficient in one or more of the following: Configuration management, APIs, SQL, and log analysis tools such as Datadog
• Excellent communication and interpersonal skills
• Ability to handle multiple priorities in a fast-paced environment
• Proficiency in using customer service software (e.g., Zendesk, Salesforce) and CRM tools
• Ability to work independently and collaborate effectively across teams

Nice to have

• Experience within a payments environment
• Familiarity with payment processing systems, fintech platforms, or related technologies

About the company

Checkout.com enables over 10 billion transactions yearly for more than one billion global shoppers. The company has 20 offices across six continents with London as its HQ.