Specialist I, Merchant Support

Join Our Team as a Specialist I, Merchant Support

In this role, you will provide essential support to our merchants, partners, and resellers. You will address inquiries about deposits, statements, and our products, ensuring our merchants receive the help they need.

About the Role

The Specialist I, Merchant Support role focuses on delivering high-quality support. You will respond to inquiries related to daily deposits, account matters, and payment-related issues. Collaboration with internal teams is important to maintain a positive experience for our merchants. This entry-level position also offers opportunities for learning and professional development.

What You'll Do

Merchant Support

• Analyze payment-related issues and assist with disputes, providing effective solutions.
• Collaborate with internal teams such as Technical Support, Fraud and Risk, Business Development, Settlement, and Product on escalations or complex queries.
• Develop a strong working knowledge of Payroc systems, tools, and products.
• Support merchants with processing, equipment, and service-related inquiries.
• Deliver consistent, high-quality customer service across merchants, agents, and partners.
• Identify recurring issues or trends and contribute to process improvements.
• Maintain accurate records of interactions using Microsoft tools and CRM systems.

What We're Looking For

• Customer Service Skills: Handle inquiries professionally and support merchants in resolving issues.
• Proactive Mindset: Identify opportunities to improve the merchant experience.
• Product Knowledge: Develop a strong understanding of Payroc products and services.
• Interpersonal Skills: Collaborate effectively with colleagues and leadership.
• Multitasking Ability: Manage multiple inquiries while maintaining service quality.
• Time Management: Prioritize tasks based on urgency and impact.

Nice to Have

None specified.

What We Offer

• Working Conditions:
• Hours: 13:45 – 22:25 (GMT)
• Desk-based work requiring regular computer use.
• Travel Component: Fully remote role.
• Job Classification: Salaried.
• Compensation and Benefits: Compensation reflects labor market conditions across UK geographic markets and may vary based on location, experience, and skills. Additional compensation such as bonuses or incentives may apply. We offer a comprehensive benefits package designed to support health, financial well-being, and professional development.

Equality

Payroc is committed to equal employment opportunity. We provide a workplace free from discrimination and harassment. Employment decisions are based on business needs and individual qualifications. Reasonable accommodations for individuals with disabilities are available. To request accommodation, contact HR@payroc.com.

Candidate Privacy Notice

We are committed to protecting personal information provided during the recruitment process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your data. It applies to candidates in the UK, EEA, Canada, and other applicable jurisdictions. The notice can be found on our Careers Page under FAQs.

Note to Agencies

Payroc does not accept unsolicited resumes from agencies outside existing agreements. We are not responsible for any fees related to unsolicited submissions.