Merchant Support
Core
Assist merchants with product, service, account, and transaction inquiries via phone, chat, and email, acting as an escalation point for complex cases.
Role type
Senior Merchant Support Specialist (Escalations & Coaching)
Builds
PayPal/Paidy payment solutions for merchants in Japan
Domain
Fintech / Payments / Buy Now Pay Later
Deliverable
client delivery
Required skills
Transaction analysis, customer education, conflict resolution, team coaching, process improvement, data privacy compliance
Preferred skills
Japanese language fluency
Responsibilities
Respond to customer inquiries via phone, email, and chat; research and resolve complex transaction concerns; mentor and coach new agents; provide feedback to managers on agent performance; collaborate with operational teams to resolve system issues; maintain account confidentiality.
Seniority
Senior, hands-on IC with mentorship duties