Specialist , Merchant

Title

Specialist I, Merchant Support

Team Leader / Manager, Merchant Support (or equivalent)

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.

6.30 PM - 3 AM (GMT) – This role includes working one Saturday in every four.

Remote

Salaried

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

Payroc does not tolerate discrimination or harassment based on any of these characteristics. Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at

Our compensation reflects the cost of labor across several UK geographic markets. Actual compensation may vary based on a number of 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…