Specialist , Merchant

Title

Specialist I, Merchant Support – Contact Center

Team Leader / Manager, Merchant Support (or equivalent)

Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today’s fast‑moving commerce landscape.

At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve.

We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.

This role is responsible for delivering exceptional service to our merchants, partners, and resellers. You will respond to inbound enquiries regarding daily deposits, month‑end statements, Payroc products, deposit status updates, and related account matters.

You will provide practical solutions, close knowledge gaps, and proactively identify opportunities for merchants to maximise their revenue. You understand that our merchants’ success is directly connected to our own.

As this is an entry‑level role, you will have time during quieter periods for further learning, development, and coaching. You will be encouraged to ask questions and seek support through chat, calls, and your wider team.

Collaboration is central to how we work, and you will help and support colleagues to provide a consistent and high‑quality service experience.

• Analyse payment‑related issues, assist with disputes, and provide sustainable solutions.
• Collaborate with internal teams such as Technical Support, Fraud and Risk, Business Development, Settlement, and Product for escalations or complex queries.
• Gain and maintain strong working knowledge of all systems and tools used by the Merchant Support team.
• Assist with unusual or complex situations relating to merchant processing, equipment, or service concerns.
• Deliver consistently high‑quality customer service to merchants, agents, operational teams, and partners, supporting complex or sensitive queries, including card security concerns.
• Identify recurring issues or trends, contribute to process improvements, and share insights with Merchant Support Leads and the Manager.
• Use Microsoft tools and CRM systems to a high standard, accurately recording notes and interactions.

• Beginner to Intermediate Functional Skills – Understands the role before training begins and is building strong competence with guidance and support.
• Customer Service – Professionally manages challenging or emotional situations, responds promptly, and consistently delivers helpful support.
• Proactive Mindset – Able to identify process or product gaps that may affect the merchant experience or lead to churn.
• Product Knowledge – Develops an excellent understanding of Payroc’s products and services to identify and meet merchant needs.
• Interpersonal Skills – Works effectively with leadership and colleagues to share insights, identify trends, and address bottlenecks.
• Ability to Multitask – Provides quality service while ensuring each merchant feels valued.
• Time Management – Prioritises effectively and uses time efficiently based on the urgency and importance of each issue.

• Monday – Friday: 1:45 pm – 10:15 pm (GMT)
• This role also includes a rotating Saturday shift, with one Saturday worked every four weeks.

• Fully Remote

• Salaried

• Extensive desk‑based work involving prolonged periods using a computer and sitting for extended periods.
• Frequent interaction with team members, leaders, subject matter experts, internal stakeholders, and…