Operational Support Specialist
Core
Provide first-line 24/7 operational and technical support to global merchants via email, phone, and web tools, acting as a bridge between support functions and product teams.
Role type
Senior IC operational support specialist (payments)
Builds
Merchant support processes and platform improvements
Domain
Fintech / Payments
Deliverable
dashboards & analysis
Required skills
Customer support, payments knowledge, process optimization, technical troubleshooting, internal communication, project initiation, English fluency
Preferred skills
Technology company experience, additional languages, AI tool usage
Technologies
Web-based support tools, approved AI tools
Responsibilities
Answer in-depth merchant requests and provide guidance; Optimize and automate support processes; Act as an internal product advocate to feed merchant feedback; Serve as a payment specialist to help merchants optimize accounts; Provide technical and operational assistance via phone, email, and web tools.
Seniority
Mid-level, hands-on IC
