Senior Merchant Support Specialist

What you will do:

• Prepare, coordinate, and manage merchant contracts, ensuring all documents are complete, signed, and approved. Collaborate with the Legal team to handle special legal requests in contracts.
• Activate merchants on the system and oversee successful onboarding and setup, ensuring they can operate effectively on the platform.
• Continuously monitor merchant activity to ensure engagement and platform compliance. Address inactive or underperforming accounts as needed.
• Activate and manage merchant promotions and offers in coordination with merchants and internal teams. Ensure all promotions are configured correctly, live, and aligned with agreed commercial terms.
• Work closely with internal teams, including Sales, Finance, Legal, and Product, to resolve issues, escalate challenges, and implement process improvements.
• Maintain accurate records of merchant interactions, contract details, promotions, and issue resolutions. Provide regular reports to management on merchant performance and trends.
• Serve as the primary point of contact for merchant inquiries, responding promptly and professionally to ensure high satisfaction levels.

To succeed in the role, you’ll need to have:

• Bachelor’s degree in Business, Finance, Commerce, or a related field.
• 2–4 years of experience in merchant support, customer success, or related operations role.
• Strong communication skills, both written and verbal.
• Excellent problem-solving, analytical, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and CRM or merchant management systems.
• Team-oriented, proactive, and customer-focused mindset.