Merchant Support Specialist

📋 Description

• Respond to merchant and customer inquiries across email, chat, and Slack
• Troubleshoot issues related to payments, payouts, subscriptions, checkout, and the merchant
• Investigate bugs and drive resolutions with Product and Engineering
• Help merchants onboard and answer questions about Polar asMerchant of Record
• Identify recurring support trends and contribute to Help Center and internal processes
• Escalate complex issues while keeping merchants informed

🎯 Requirements

• 2+ years in customer support, merchant support, or customer success (SaaS/fintech/payments
• Excellent written communication with a customer-first mindset
• Strong troubleshooting and problem-solving abilities
• Experience with support platforms like Plain, Zendesk, Intercom, or similar
• Ability to prioritize multiple conversations with attention to detail
• Comfort collaborating with Product and Engineering to resolve issues

🎁 Benefits

• Join a small, engineering-led team
• Opportunity to shape processes and tooling
• Remote-friendly with EU/Europe-centered team