Merchant Support Specialist
Remote
Job Summary
Respond to merchant and customer inquiries across email, chat, and Slack while troubleshooting issues related to payments, payouts, subscriptions, checkout, and the merchant dashboard. Investigate bugs, reproduce issues, and collaborate with Product and Engineering to drive resolutions and coordinate cross-functional escalations. Help merchants navigate onboarding and answer questions about using Polar as their Merchant of Record, while identifying recurring support trends to improve Help Center documentation and internal processes. Take ownership of issues from first response through resolution, prioritizing multiple conversations to maintain a high bar for customer experience.
Required Qualifications
- 2+ years of experience in customer support, merchant support, or customer success
- preferably in SaaS, fintech, or payments
- Excellent written communication skills
- customer-first mindset
- Strong troubleshooting and problem-solving abilities
- Ability to prioritize multiple conversations while maintaining attention to detail
- Comfortable collaborating with Product and Engineering teams to resolve customer issues
Desired Qualifications
- Familiarity with payments, subscriptions, or Merchant of Record platforms
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