Merchant Support Specialist

The role

You will help merchants and customers succeed with Polar by troubleshooting issues and answering questions. You will work with Product and Engineering to improve the merchant experience and build processes, tooling, and automation to scale operations.

What you will do

• Own merchant and customer inquiries end-to-end across email, chat, and Slack.
• Investigate and troubleshoot issues across payments, payouts, subscriptions, checkout and the merchant dashboard.
• Help merchants successfully onboard, navigate the platform, and understand operational and financial workflows.
• Partner with Product and Engineering to reproduce bugs and turn feedback into product improvements.
• Identify recurring support trends and opportunities to improve Help Center, documentation, product, and internal processes.
• Prioritize and escalate complex technical, payment, and account issues.
• Maintain a high bar for customer experience with thoughtful, accurate, and timely support.
• Contribute to operational improvements to help scale support.

Required qualifications

• 2+ years of experience in customer support, merchant support, or customer success.
• Excellent written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Experience working with support platforms such as Plain, Zendesk, Intercom, or similar.
• Ability to independently prioritize and manage multiple conversations.
• Comfortable collaborating with Product and Engineering teams.

Nice to have

• Experience in SaaS, fintech, or payments.
• Familiarity with payments, subscriptions, or Merchant of Record platforms.

About the company

Polar helps merchants navigate the complexities of global payments, billing and financial workflows. They are a small, fast-moving team building processes, tooling and automation to scale.