Specialist , Merchant , Third Party

Title

Specialist I, Merchant Support, Third Party

Contact Centre

Manager, Merchant Support (or equivalent)

The Specialist I, Merchant Support role is responsible for delivering exceptional service to Payroc’s merchants, partners, and resellers. Merchants will contact the Contact Centre for support relating to daily deposits, month-end statements, Payroc products, deposit statuses, and other payment-related enquiries. In this role, you will provide practical solutions, bridge knowledge gaps, and proactively identify opportunities to help merchants maximise their revenue potential.

You will understand that merchant success is directly linked to our success as a business. This is an entry-level position. During quieter periods, you will have opportunities for further learning and coaching. You will be encouraged to ask questions and seek support through a variety of channels, including chat and phone, while working closely with team members in a collaborative and supportive environment.

• Analyse merchant payment-related issues, assist with disputes, and provide sustainable solutions.
• Collaborate with internal teams including Technical Support, Fraud & Risk, Business Development, Settlement, and Product to escalate or cascade merchant concerns where required.
• Develop and maintain in-depth knowledge of all systems used by the Merchant Support Team.
• Assist with exceptional or complex merchant processing and equipment-related issues.
• Deliver a consistently high standard of customer service when working with merchants, agents, partners, and operational teams.
• Handle challenging or sensitive merchant and card security enquiries with professionalism and confidence.
• Contribute to continuous improvement by identifying recurring issues, recognising trends, and sharing insights with Merchant Support Leads and Managers.
• Accurately record interactions and case notes using Microsoft tools and CRM systems.

• Functional Skills (Beginner to Intermediate):
  Basic understanding of the role prior to training, with the ability to build knowledge and apply learning with guidance.
• Customer Service:
  Able to professionally manage difficult or emotional situations and respond promptly to service requests.
• Proactive Mindset:
  Identifies potential gaps in processes or products that may lead to merchant dissatisfaction or churn.
• Product Knowledge:
  Willingness to develop a strong understanding of Payroc’s product and service portfolio.
• Interpersonal
  
  Skills:
  
  Works effectively with leadership and colleagues to identify trends and operational bottlenecks.
• Multitasking:
  Delivers high-quality service while managing multiple priorities, ensuring each merchant feels valued.
• Time Management:
  Prioritises workload effectively based on urgency and impact.

• Remote

• Monday to Friday, 8:30 AM – 5:00 PM (CST)

• Desk-based role involving prolonged computer use and administrative tasks

Salaried

At Payroc, we are committed to the principle of equal employment opportunity for all employees and to providing a work environment free from discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, colour, religion, national or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation, or any other status protected by applicable laws and regulations.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programmes, and activities. To request reasonable accommodation, please contact the Human Resources Department at

Our compensation reflects the cost of labour across several UK geographic markets. Actual compensation may vary based on factors including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation such as bonuses, incentives, or equity may also be included as part of the total compensation package. We offer a…