P
Merchant Support Specialist
Contract type
Ongoing
Work mode
Remote
Experience
Mid-level · 2+ years
Job description
Merchant Support Specialist on Polar's Merchant Operations team, helping merchants and customers resolve issues across payments, payouts, subscriptions and checkout while improving processes and tooling.
At a glance
- Work mode
- Remote
What you'll do
- Own merchant and customer inquiries end-to-end across email, chat, and Slack, ensuring issues are understood, prioritized and driven to resolution.
- Investigate and troubleshoot issues across payments, payouts, subscriptions, checkout and the merchant dashboard, building a deep understanding of how Polar works.
- Help merchants successfully onboard, navigate the platform, and understand the operational and financial workflows involved in using Polar as their Merchant of Record.
- Partner closely with Product and Engineering to reproduce bugs, uncover root causes, and turn merchant feedback into meaningful product improvements.
- Identify recurring support trends, proactively identifying recurring friction and opportunities to improve the Help Center, documentation, product, and internal processes.
- Exercise sound judgment in prioritizing and escalating complex technical, payment, and account issues, balancing urgency, merchant impact, and operational risk.
- Maintain a high bar for customer experience by providing thoughtful, accurate, and timely support.
- Contribute to operational improvements that help us scale support without sacrificing quality.
What we're looking for
- 2+ years of experience in customer support, merchant support, or customer success, preferably in SaaS, fintech, or payments.
- Excellent written communication skills with a customer-first mindset.
- Strong troubleshooting and problem-solving abilities.
- Experience working with support platforms such as Plain, Zendesk, Intercom, or similar.
- Ability to independently prioritize and manage multiple conversations while maintaining attention to detail.
- Comfortable collaborating with Product and Engineering teams to resolve customer issues.
Nice to have
- Familiarity with payments, subscriptions, or Merchant of Record platforms is a plus.
Your team
Merchant Operations
A small, fast-moving team delivering an exceptional merchant experience while building the processes, tooling and automation that allow Polar to scale.
Apply
About Polar
Polar sits in the critical path of our merchants' businesses, where reliability, responsiveness and sound judgment matter deeply. As we rethink how software companies monetize their products, we help merchants navigate the complexities of global payments, billing and financial workflows.
Key facts
- Small, fast-moving team
- Helps merchants navigate global payments, billing and financial workflows
- Acts as Merchant of Record for merchants
What they value
- Reliability
- Responsiveness
- Sound judgment
- Ownership
- Challenging how things are done