Customer Service

Customer Support Specialist Position Overview

A growing payments technology company serving retailers is seeking a Merchant Support Specialist to be the first point of contact for its merchant customers.

This is a hands-on customer support and operations role focused on answering merchant questions, troubleshooting issues, managing follow-ups, and ensuring customers have a smooth experience using the platform. The Merchant Support Specialist will also assist newly onboarded merchants as they transition into ongoing support and work closely with product, development, and sales teams to resolve issues efficiently.

The ideal candidate is an excellent communicator who is patient, organized, tech-savvy, and solutions-oriented. This person should enjoy helping customers, learning new technology, and taking ownership of issues through resolution.

Key Responsibilities Merchant Support

• Serve as the first point of contact for merchants seeking assistance.
• Respond to merchant questions and support requests through phone, email, and chat.
• Troubleshoot and resolve day-to-day platform, account, and payment-related issues.
• Provide clear explanations and guidance to merchants who may not have a technical background.
• Maintain a warm, professional, and helpful approach during every customer interaction.
• Follow up with merchants to ensure issues are fully resolved.

Issue Management & Troubleshooting

• Track, document, and prioritize merchant issues.
• Troubleshoot problems and identify appropriate solutions.
• Escalate technical or complex issues to product or development teams when necessary.
• Coordinate internally to ensure escalated issues are addressed and communicated back to merchants.
• Identify recurring merchant issues and share feedback with internal teams.
• Maintain ownership of support requests from initial contact through resolution.

Merchant Onboarding & Account Support

• Support newly onboarded merchants as they transition into regular platform usage.
• Assist with merchant account handoffs between sales, development, and support.
• Help manage trial accounts and follow up with merchants as needed.
• Assist with billing details and routine account-related questions.
• Help ensure merchant information and account records remain accurate and up to date.

Documentation & Systems

• Maintain accurate support and CRM records.
• Document merchant conversations, issues, resolutions, and follow-up activity.
• Create and maintain help center articles, FAQs, and support documentation.
• Develop resources that allow merchants to quickly answer common questions and self-serve.
• Keep internal support documentation current as products and processes change.

Qualifications

• Excellent written and verbal communication skills.
• Strong customer service and interpersonal abilities.
• Comfortable communicating with customers by phone, email, and chat.
• Ability to quickly learn new software and technology.
• Comfortable explaining technical information clearly to non-technical users.
• Highly organized and capable of managing multiple merchant accounts, issues, and follow-ups simultaneously.
• Strong problem-solving and troubleshooting abilities.
• Calm and patient when handling customer questions or problems.
• Strong attention to detail and follow-through.
• Comfortable working independently and taking ownership of customer issues.
• Able to work in-office in Brooklyn, NY.
• Experience in customer support, merchant services, operations, or a related role is preferred.