Merchant Care Level 1 Analyst

About the role

Checkout.com, a payments technology company powering checkout for companies such as eBay, Spotify, Klarna, Uber and Sony, is hiring a Merchant Care Level 1 Analyst. The role handles merchant inquiries and issues across email, phone and chat, and works in a 24/7 team with rotating early morning to night shifts.

Key responsibilities

• Handle merchant inquiries and issues via email, phone and chat, providing an excellent customer experience.
• Troubleshoot and resolve merchant payment issues, technical challenges and account concerns, focusing on timely and accurate resolutions.
• Collaborate with operations, product and engineering teams to drive issues to resolution.
• Educate merchants on platform features, payment processes and best practices.
• Help maintain and improve merchant care support and service delivery.

Required profile

• 2+ years of experience in support or operations roles, preferably in a payments environment.
• Strong problem-solving skills and ability to diagnose technical issues.
• Excellent communication skills, a customer-first mindset and ability to handle multiple priorities in a fast-paced environment.
• Ability to work independently and collaborate across teams.
• Familiarity with payment processing systems, fintech platforms or related technologies is preferred but not essential.

Required skills

• Customer service software such as Zendesk or Salesforce, and CRM tools.
• Preferred: configuration management, APIs, SQL and log analysis tools such as Datadog.

What we offer

• A hybrid working model with three days per week in the office.
• Flexible schedule within a 24/7 team, with rotating shifts.