Title
Specialist I, Merchant Support
Reports To
Team Leader / Manager, Merchant Support (or equivalent)
Job Purpose
This role is responsible for delivering exceptional service to our merchants, partners, and resellers. You will respond to inbound enquiries regarding daily deposits, month-end statements, Payroc products, deposit status updates, and related account matters.
You will provide practical solutions, close knowledge gaps, and proactively identify opportunities for merchants to maximise their revenue. You understand that our merchants’ success is directly connected to our own.
As this is an entry-level role, you will have time during quieter periods for further learning, development, and coaching. You will be encouraged to ask questions and seek support through chat, calls, and your wider team. Collaboration is central to how we work, and you will help and support colleagues to provide a consistent and high-quality service experience.
Duties and Responsibilities
Merchant Support
- Analyse payment-related issues, assist with disputes, and provide sustainable solutions.
- Collaborate with internal teams such as Technical Support, Fraud and Risk, Business Development, Settlement, and Product for escalations or complex queries.
- Gain and maintain strong working knowledge of all systems and tools used by the Merchant Support team.
- Assist with unusual or complex situations relating to merchant processing, equipment, or service concerns.
- Deliver consistently high-quality customer service to merchants, agents, operational teams, and partners, supporting complex or sensitive queries, including card security concerns.
- Identify recurring issues or trends, contribute to process improvements, and share insights with Merchant Support Leads and the Manager.
- Use Microsoft tools and CRM systems to a high standard, accurately recording notes and interactions.
Qualifications and Skills
- Beginner to Intermediate Functional Skills – Understands the role before training begins and is building strong competence with guidance and support.
- Customer Service – Professionally manages challenging or emotional situations, responds promptly, and consistently delivers helpful support.
- Proactive Mindset – Able to identify process or product gaps that may affect the merchant experience or lead to churn.
- Product Knowledge – Develops an excellent understanding of Payroc’s products and services to identify and meet merchant needs.
- Interpersonal Skills – Works effectively with leadership and colleagues to share insights, identify trends, and address bottlenecks.
- Ability to Multitask – Provides quality service while ensuring each merchant feels valued.
- Time Management – Prioritises effectively and uses time efficiently based on the urgency and importance of each issue.
Working Hours
8:45am – 5:00pm (EST) or 1:45pm – 10:00pm (GMT)
Work Style
Remote
Job Classification
Salaried
Equal Opportunities
Payroc is committed to providing equal employment opportunities and maintaining a work environment free from discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, colour, religion, national, social or ethnic origin, sex, age, disability (physical, mental, or sensory), sexual orientation, or any other characteristic protected by applicable laws.
We also provide reasonable accommodation for individuals with disabilities. To request accommodation, please contact the Human Resources Department at HR@payroc.com.
Compensation and Benefits
Our compensation framework is aligned with local UK market benchmarks. Actual pay may vary based on location, role-specific expertise, skills, and experience. Depending on the role, additional compensation – such as performance-based bonuses or incentives – may form part of the overall reward package.We offer a comprehensive range of benefits designed to support your health, financial wellbeing, and overall quality of life, helping you thrive both at work and beyond.
Note to Agencies
Payroc does not accept CV submissions from agencies without an existing agreement. Please do not send unsolicited CVs to Payroc HR or our employees. Payroc is not responsible for any fees associated with unsolicited submissions.
