Analyst - Merchant Care Level 1

The role

The Merchant Care Analyst provides service to merchants by addressing inquiries and resolving issues. This person will troubleshoot payment and technical challenges and collaborate with internal teams to drive resolutions.

What you will do

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

Required qualifications

• Fluent in Mandarin and English
• 2+ years of experience in support or operations roles
• Strong problem-solving skills
• 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
• Proven ability to work independently as well as 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.