Merchant Support Specialist

About the role

As a Merchant Support Specialist, you'll be on the front lines helping merchants and customers succeed with Polar. You'll troubleshoot issues, answer questions, and work closely with Product and Engineering to improve the merchant experience. We're a small team, so everyone contributes beyond their core responsibilities. You'll have the opportunity to shape processes, improve tooling, and help define how Merchant Operations scales.

Responsibilities

• Respond to merchant and customer inquiries across email, chat, and Slack.
• Troubleshoot issues related to payments, payouts, subscriptions, checkout, and the merchant dashboard.
• Investigate bugs, reproduce issues, and work closely with Product and Engineering to drive resolutions.
• Help merchants navigate onboarding and answer questions about using Polar as their Merchant of Record.
• Identify recurring support trends and contribute to improvements in our Help Center, documentation, and internal processes.
• Escalate complex payment, technical, or account issues to the appropriate teams while keeping merchants informed throughout the process.
• 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.

Requirements

• 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 prioritize multiple conversations while maintaining attention to detail.
• Comfortable collaborating with Product and Engineering teams to resolve customer issues.
• Familiarity with payments, subscriptions, or Merchant of Record platforms is a plus.

90-day Plan & Milestones

First 30 Days - Learning

• Learn Polar's products, merchant onboarding flow, and Merchant of Record model.
• Become familiar with support workflows, documentation, and internal tools.
• Shadow merchant and customer conversations across email, chat, and Slack.
• Begin handling straightforward support inquiries with guidance.

First 60 Days - Implementing

• Independently manage merchant and customer support tickets.
• Troubleshoot payment, payout, checkout, and subscription issues.
• Investigate bugs and collaborate with Product and Engineering on escalations.
• Start contributing to improvements in documentation and support processes.

First 90 Days - Contributing

• Take ownership of merchant and customer issues from first response through resolution, coordinating across teams when needed.
• Handle more complex merchant issues and coordinate cross-functional resolutions.
• Identify recurring support trends and recommend operational improvements.
• Partner with Product and Engineering to improve the merchant experience.