Analyst 1, Merchant Care

About the role

Checkout.com is looking for an Analyst 1, Merchant Care to join its 24/7 team in Ebene, Mozambique. The role handles merchant inquiries and issues across email, phone and chat, resolves payment and account problems, and works with operations, product and engineering teams to improve service delivery.

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, with a focus on timely and accurate resolutions.
• Collaborate with operations, product and engineering teams to address merchant concerns and drive issues to resolution.
• Educate merchants on platform features, payment processes and best practices.
• Assist in maintaining and improving merchant care support.

Required profile

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

Required skills

• Configuration management, APIs, SQL and log analysis tools such as Datadog.
• Customer service software (e.g. Zendesk, Salesforce) and CRM tools.

What we offer

• Shift rotation covering early morning to night shifts as part of a 24/7 team.
• Hybrid working: three days per week in the office.