Activation Support Representative - eCommerce
On-siteCambridge, England, United Kingdom
Job Summary
Provide high-quality support for eCommerce payment solutions by investigating, troubleshooting, and resolving payment processing issues with pace and accuracy. Take ownership of support cases from initial review through to resolution, ensuring clear communication, accurate documentation, and timely follow-up. Analyse transaction flows, payment responses, and customer impacts to identify root causes and drive effective resolution of technical and operational issues. Partner with Product, Engineering, Implementations, and Relationship Management teams to manage escalations and deliver the best possible outcomes for clients. Identify trends, recurring issues, and opportunities for improvement to contribute to process enhancements and knowledge sharing.
Required Qualifications
- Experience in technical support, client support, operations or a similar customer-facing role
- Experience within payments, fintech, eCommerce or a technology-driven environment
- Strong troubleshooting and problem-solving skills
- Ability to investigate issues, analyse information and communicate solutions clearly
- Excellent verbal and written communication skills
- Confidence engaging with both technical and non-technical stakeholders
- A proactive approach to managing workload, meeting commitments and delivering a high standard of customer service
- Curiosity and enthusiasm for learning about eCommerce payments, payment gateways, transaction processing and emerging payment technologies
- Knowledge of payment gateways, acquiring, authorisations, settlements, refunds, chargebacks or alternative payment methods
- Experience supporting merchants or partners within an eCommerce payments environment
- Experience using case management or CRM platforms such as Salesforce, ServiceNow or similar tools
- Familiarity with APIs, transaction logs, error codes or technical integration troubleshooting
Desired Qualifications
- A continuous improvement mindset and a passion for helping clients succeed
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.