United States onlyLocation:
PERMANENT DAYSHJIFT WORKFROMHOME/REMOTE
Merchant Operations Support and Customer Service Specialist
Fulltime - 40 hours per week
VA Rate - $8 AUD per hour
START - OCTOBER 2025
The client is a leading global payment solutions platform that offers a range of online payment solutions to merchants worldwide. We value creative solutions, collaboration and hard work while keeping things interesting and enjoyable.
About the role:
As part of the business' Customer Care & Operations Team you will be providing high quality professional service to our merchants by assisting
them before, during and post onboarding. You will also assist merchants with various requests regarding MW's products and services. Acting as a point of contact to our merchants, you will communicate in an open, helpful and engaging tone and focus on finding the right solution for each case. You will constantly interact with other departments within the company as well as third parties.
Key responsibilities:• Ensure accurate and timely logging of all work requests, issues and problems received from merchants via phone or email
- Perform new account setup and configuration for merchants within agreed service levels and maintain / update existing accounts
- Responsible for daily actioning of Chargebacks and Dispute processing requests within industry-stipulated timeframes using established corporate guidelines and processes
- Action all merchant / partner requests within defined response times and agreed service levels to achieve superior-quality customer service
- Provide first- level operational support to merchants and partners via phone and email and log and escalate technical issues to internal teams as required
- Identify, drive and document the problem resolution and troubleshooting process for all operational issues with help from key stakeholders
- Timely reporting, referral, follow-up and escalation of internal and external merchant issues to minimize disruption to service and overall impact to Merchant Warrior merchants
- Provide consultative servicing to meet merchant and company objectives and foster positive relationships with the merchant community, business partners and internal departments
- Keep up to date with new MW product/service enhancements as well as internal system and process updates to ensure currency
- Communicate clearly to merchants/partners about new product features and articulate product/system functionality of existing MW solutions through
experience gained over time and/or on-the-job training
- Provide regular updates to merchants on the progress of queries, requests or issues and manage expectations• Proactively contact merchant groups and continue to improve the relationship with those merchants
- Responsible for accuracy of communication, data and reports provided to merchants and partners
- Provide support for onboarding activities, as required
- Raise inconsistencies and problems with business processes to improve overall efficiency and productivity
- Proactive contribution towards achieving team targets/KPIs
- Adherence to Merchant Warrior policies, procedures and corporate culture
JOB REQUIREMENTS:
Desired Experience & Knowledge
- 2-3+ years of experience in Customer Service & Technical support, with prior experience gained in the Payments ecosystem (Payment Processors/Payment Facilitators/Payment Gateways, Acquiring banks (Merchant Onboarding/Support teams), Fintechs or Payment schemes like VISA, Mastercard, AMEX etc)
- Preferably from a Finance (Fintech) CS-TS background, desired but not required
- Some familiarity with Payments Industry terminology and Merchant Acquiring processes is an advantage
- Basic comprehension of online payments/ ecommerce/ Payment Gateways etc
- You will be assigned to a mentor who will assist and provide you on the job training
Other soft skill requirements:
- Strong work ethic – a 'Can do' attitude and keen to bring a high level of enthusiasm to work
- Excellent customer service skills and happy to engage with customers over the phone and email with a genuine interest in customer satisfaction
- Advanced verbal and written communication skills
- Advanced negotiation and conflict resolution skills
- High attention to detail with minimal errors during merchant/ partner account configuration and other daily work tasks
- Self-driven and enjoy investigating issues, troubleshooting problems and finding resolutions
- Motivated learner interested in the Payments industry and wanting to constantly learn about new and evolving paradigms in Payments
- Excellent time management, decision-making and prioritisation skills
- Good computer skills including Microsoft Office suite of applications, Adobe Acrobat
- Familiarity with Deskpro helpdesk software and/or Sharepoint contentmanagement systems is not mandatory but advantageous
Details
