Merchant Support Specialist (Remote - Europe)

This is a merchant-facing support role at a small, fast-moving software company that helps software businesses sell and manage their products through payments, billing and subscriptions. The team sits close to the product and handles the operational side of merchants using the platform as their Merchant of Record. You will have real room to shape how support runs as the company grows.

What you'll do

• Own merchant and customer conversations end-to-end across email, chat and Slack, from first reply to resolution.
• Investigate issues across payments, payouts, subscriptions, checkout and the merchant dashboard.
• Help merchants get set up, understand the platform, and grasp the financial and operational workflows involved.
• Work with Product and Engineering to reproduce bugs, find root causes and turn merchant feedback into product changes.
• Spot recurring support trends and improve help documentation, internal processes and tooling.
• Escalate complex technical, payment or account issues with sound judgment about urgency and risk.

What you need

• At least 2 years of experience in customer support, merchant support or customer success, ideally in SaaS, fintech or payments.
• Excellent written communication and a strong customer-first approach.
• Strong troubleshooting and problem-solving skills, with a curious, resourceful mindset.
• Experience with support tools such as Zendesk, Intercom or similar.
• Ability to manage multiple conversations independently while keeping close attention to detail.
• Based in Europe and comfortable working CET/GMT+2 hours.

Applicants must be based in: United Kingdom, Germany, France, Netherlands, Spain, Portugal, Poland, Ireland, Italy, Belgium.

How to apply

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